
Digital Onboarding Specialist
1 week ago
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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