Onboarding Specialist Team Leader- NAMER and LATAM Region - 100% Remote

at  Hostaway

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.

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.

• 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.