Onboarding Specialist Team Leader

NOTE: This is a FULLY remote role but the candidate must be within the American (NAMER and LATAM) region to collaborate with their team peers and internal customers. You do not have to be in the specific country or city shown in this listing but please only apply if you are physically based within the American region .

Hostaway is a SaaS startup that is transforming the vacation rental industry. With innovative solutions and partnerships with giants like Airbnb VRBO and Booking we're taking on the competition and winning. Leveraging our customer-centric core values we consistently deliver results that encourage growth learning and innovation for our team our customers and the industry.

As a profitable and growing company this role is necessitated by our continued growth.

Job Description:

We are seeking an experienced Onboarding Specialist Team Lead to join our dynamic SaaS company. This leadership role is crucial in managing and enhancing the onboarding process for new clients across the globe. The successful candidate will lead a team of over 10 Onboarding Specialists ensuring our clients experience a seamless transition and a high level of satisfaction from the outset.

Key Responsibilities:

• Lead manage and mentor a team of 10+ Onboarding Specialists across diverse geographic locations.

• Develop implement and refine onboarding strategies to ensure an exceptional client onboarding experience.

• Collaborate with Customer Success Sales and Product teams to align onboarding processes with overall customer success goals and business strategies.

• Monitor team performance through key metrics and KPIs to continually improve the effectiveness and efficiency of onboarding processes.

• Facilitate ongoing training and development programs for the onboarding team.

• Address and resolve complex issues that may arise during the onboarding process.

• Maintain a deep understanding of the product and changes in SaaS technologies to continuously improve the onboarding content and strategies.

• Drive a culture of high performance and continuous improvement within the team.

• Participate in cross-functional leadership meetings to provide insights and feedback from the onboarding perspective.

Requirements:

• Minimum of 5 years experience in a leadership role within Onboarding or Customer Success in the SaaS industry.

• Proven track record of managing international teams and working with cross-cultural differences.

• Strong leadership skills with the ability to inspire motivate and guide team members.

• Excellent communication skills both verbal and written in English.

• Robust analytical skills to interpret data and drive decision-making processes.

• Experience in developing and implementing scalable onboarding processes.

• Strong organizational skills and the ability to manage multiple projects simultaneously.

What we offer:

• Competitive Compensation: We offer competitive pay based on market rates in the country of the applicant.

• 100% Remote: Enjoy the freedom to work from anywhere within your country of residence—be it a co-working space your home office or even your dining room table. The choice is yours. Just don’t ask to work in our office (we don’t have one).

• Equity: Every role in our company comes with valuable stock options in a fast-growing and profitable company. This ensures we all share in the company’s success.

• Values-Driven Leadership: Our Core Values are not just words we’ve written to make us feel good. We leverage them daily when making strategic and tactical decisions.

• Professional Growth: Our rapid growth offers unparalleled learning and development opportunities along with a multitude of career advancement opportunities.

• Annual Paid Leave: The specific amounts vary by country and are aligned with country and/or contract-specific norms.

• Geographic Specific Benefits: As an international employer we offer different country-specific benefits such as Health Insurance and Pensions in countries where these perks are customary. The specifics depend on the country of the applicant.

• Dynamic Team Culture: As a global company with team members in over 40 countries our diverse and international culture fuels our innovation and creativity providing a key pillar to our success (and making it a lot of fun to work here).

Thank you for your interest. If you apply for this role you will receive an email from our Talent Acquisition team after your application has been reviewed alongside the qualifications for this role and the qualifications of others who have applied.