Customer Onboarding Team Lead

Description

Summary: The Customer Onboarding Team Lead will manage and develop a multilingual onboarding team, ensuring a smooth client experience and driving retention, adoption, and satisfaction. Highlights: 1. Lead, coach, and develop a high-performance multilingual onboarding team 2. Drive global improvements by aligning onboarding processes with business goals 3. Collaborate cross-functionally to enhance the end-to-end client journey At Amenitiz, we're on a mission to simplify hospitality management \- empowering over 15,000 independent hoteliers to run smarter, not harder. We're more than just another SaaS scale\-up. We're revolutionizing one of the world's oldest industries. Backed by over $80M from top\-tier VCs who support disruptive giants like Alibaba, Toast, Zendesk, Delivery Hero, Revolut, and Loom, we've been recognized as a TravelTech Titan and one of Wired's hottest start\-ups. From our Barcelona HQ, we turn bold ideas into real impact, ownership into innovation, and collaboration into results that matter \- every single day. #### **About the Role** The **Customer Onboarding Team Lead** is responsible for managing and developing a multilingual onboarding team, ensuring a smooth and consistent experience for new clients across markets. This role sits at the intersection of people management, process excellence, and data\-driven decision\-making \- and plays a pivotal part in driving client retention, product adoption, and long\-term satisfaction. You'll work closely with the Head of Onboarding and collaborate cross\-functionally with Product, Sales, Customer Success, and Customer Care to continuously improve how we bring clients on board. #### **Key Responsibilities** * Leads, coaches, and develops a multilingual onboarding team, fostering a high\-performance culture built on feedback, accountability, and continuous growth. * Manages day\-to\-day team operations, including workload distribution, performance monitoring, and escalation handling, ensuring a seamless onboarding experience for every client. * Uses data and tooling \- including Excel and CRM/onboarding platforms — to track KPIs, identify trends, and drive process improvements with a structured, scalable approach. * Collaborates with the Head of Onboarding to align team goals with company objectives, implementing best practices that reduce churn and maximize product adoption. * Works cross\-functionally with Product, Sales, Customer Success, and Customer Care to resolve blockers, share insights, and improve the end\-to\-end client journey. * Adapts communication and management style to support a diverse, multilingual team, ensuring clarity, inclusion, and consistency across different languages and cultural contexts. **Scope \& Impact** * Operates within the function but has a wider impact on multiple departments and company\-wide objectives. * Leads a team, mentors junior colleagues, and ensures that expertise is distributed across the organization. * Plays a key role in driving global improvements by aligning onboarding processes with business goals. * Acts as a resource for knowledge\-sharing and problem\-solving, leveraging in\-depth expertise to improve department performance. **About you** * **3\+ years in customer\-facing roles** (onboarding, customer success, or similar), with at least 1 year in a team lead or people management position. * Proven experience managing or working within multilingual or multicultural teams is a strong plus. * Strong coaching and mentoring skills \- you know how to develop people, give meaningful feedback, and build team culture. * Comfortable working with data \- you can build and maintain Excel reports, analyze performance metrics, and turn insights into action. * Proficient with CRM tools and onboarding or ticketing platforms (e.g. Salesforce, HubSpot, Intercom, or similar). * Strong organizational skills \- able to manage priorities, handle multiple workstreams, and drive execution in a fast\-paced environment. * Fluent English; additional European languages are a plus. **Our Benefits** * **Competitive salary \-** We recognize your hard work and celebrate your success with exciting, performance\-based incentives. * **Comprehensive health \& wellness coverage** \- Your physical and mental well\-being matter, and we've got you covered. * **Stock options** \- Be a part of our success with real ownership in Amenitiz. * **Get paid whenever you want** \- No need to wait until the end of the month \- access your salary anytime. * **Flexible benefits** \- Save on meals, childcare, transportation, and training with our tailored remuneration options. * **Grow with us** \- Join a dynamic, fast\-growing, and international team (35\+ nationalities) with limitless career opportunities. * **Fuel your curiosity** \- We'll buy you any book you want, plus we've built an inspiring library to keep your learning on track Apply now to join our team and be a part of our exciting journey at Amenitiz!