Digital Transformation Team Lead

1 day ago


Karachi, Sindh, Pakistan Flipdish Full time
About Us

At Flipdish, we're committed to empowering independent restaurant and takeaway owners by providing them with innovative solutions to streamline their operations. We offer a comprehensive platform that combines cutting-edge technology with personalized support, enabling our customers to thrive in a rapidly changing environment.

The Role

We're seeking an experienced Digital Transformation Team Lead to join our team in Karachi. As a key member of our Onboarding team, you will be responsible for leading a group of 4-6 Onboarding Engineers in delivering exceptional customer experiences, meeting performance targets, and continuously improving onboarding processes.

Your Key Responsibilities:

  • Lead and mentor a high-performing team of Onboarding Engineers, fostering a culture of excellence, motivation, and continuous professional growth.
  • Own the end-to-end onboarding process, ensuring seamless customer experiences that drive retention, growth, and advocacy.
  • Develop and implement clear performance goals, monitor key onboarding metrics, and drive accountability within the team to meet or exceed targets.
  • Serve as the point of escalation for complex customer issues, resolving challenges efficiently while maintaining a customer-centric approach.
  • Collaborate with cross-functional teams, including Sales, Customer Success, and Product, to ensure a smooth customer journey and provide feedback for product improvements.

Requirements:

  • 6+ years of 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, with strong leadership, coaching, and mentoring abilities.
  • Experience driving a results-oriented team culture that balances speed, efficiency, and customer satisfaction.
  • Passion for delivering exceptional customer experiences and ensuring smooth onboarding journeys, with the ability to handle escalated customer issues.
  • Technical aptitude, with comfort learning technical product configurations and troubleshooting issues.


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