Digital Onboarding Specialist

1 week ago


Karachi, Sindh, Pakistan Flipdish Full time

At Flipdish, we're revolutionizing the way independent restaurants and takeaways succeed in a rapidly changing world. Our innovative technology and dedicated support enable our customers to thrive on their own terms.

We believe that running a restaurant should be satisfyingly simple, even in today's complex environment. That's why we've created a suite of powerful yet intuitive tools to help our clients achieve their goals.

About this role…

The ideal candidate for this position will have exceptional leadership and customer service skills, with a proven track record of delivering high-quality results in a fast-paced environment. As an Onboarding Team Lead, you will be responsible for managing a team of 4-6 Onboarding Engineers, ensuring they provide exceptional customer experiences, meet performance targets, and continuously improve onboarding processes.

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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