Onboarding Process Owner

3 days ago


Karachi, Sindh, Pakistan Flipdish Full time

As a leading provider of digital solutions for the food industry, Flipdish is committed to delivering exceptional customer experiences. Our Onboarding Team Leads play a critical role in ensuring that our clients receive the best possible service, from initial setup to ongoing support.

We're looking for a seasoned leader to join our team and drive business growth through exceptional customer experiences. As an Onboarding Team Lead, you will be responsible for managing a team of 4-6 Onboarding Engineers, ensuring they deliver high-quality results, meet performance targets, and continuously improve onboarding processes.

About this role…

Your key responsibilities will include:

  • Leadership & Team Development: Lead, mentor, and develop a team of 4-6 Onboarding Engineers, ensuring high performance, motivation, and continuous professional growth.
  • Onboarding Excellence: Own the end-to-end onboarding process for your team, ensuring the team delivers exceptional experiences that drive customer retention, growth, and advocacy.
  • Performance Management: Set clear performance goals, monitor key onboarding metrics, and drive accountability within the team to meet or exceed targets.
  • Escalation Management: Serve as the point of escalation for complex customer issues, resolving challenges efficiently while maintaining a customer-centric approach.
  • Customer Engagement: Engage directly with customers and commercial teams to support deals, troubleshoot issues, and ensure seamless handovers from sales to onboarding.
  • Product & Technical Expertise: Develop a deep understanding of the Flipdish platform to effectively support the team and customers with system configurations and troubleshooting.
  • Collaboration & Communication: Work cross-functionally with Sales, Customer Success, and Product teams to ensure a smooth customer journey and provide feedback for product improvements.

To succeed in this role, you will need:

  • 6+ years Professional Experience: With at least 3 years in a leadership role, managing a customer-facing onboarding, customer success, or project management team.
  • Exceptional People Management Skills: Strong leadership, coaching, and mentoring abilities, with a proven track record of developing high-performing teams.
  • High-Performance Culture: Experience driving a results-oriented team culture that balances speed, efficiency, and customer satisfaction.
  • Customer-Centric Mindset: Passion for delivering exceptional customer experiences and ensuring smooth onboarding journeys, and ability to handle escalated customer issues.
  • Technical Aptitude: Comfortable learning technical product configurations and troubleshooting issues, with a strong grasp of system setups and configurations.
  • Communication & Stakeholder Management: Excellent verbal and written communication skills, with the ability to engage and influence stakeholders at various levels.

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