Customer Onboarding Team Lead

Customer Onboarding Team Lead

TripleTen is a leading education technology company dedicated to helping individuals from diverse backgrounds build sustainable careers in tech through comprehensive digital re-skilling programs. Our graduates have successfully landed roles at prominent companies such as Tesla, Spotify, PlayStation, Google, and Microsoft, with over 25,000 students already choosing TripleTen to transform their careers.

We are seeking an experienced and results-driven Customer Onboarding Team Lead to oversee the onboarding experience and early student success for the US market. This pivotal role focuses on driving key business outcomes during the critical initial stages of the student journey, with a primary emphasis on student activation, engagement, and the reduction of refund requests. You will lead a team of Learning Coaches, optimize onboarding processes, and collaborate cross-functionally to ensure students transition smoothly from enrollment to active learning. Success in this position will be measured by your ability to enhance activation rates, decrease refund requests, increase early retention, and establish a scalable onboarding function that delivers significant business impact.

What You Will Do

• Own and improve key onboarding performance indicators (KPIs), including student activation, engagement, retention, refund reduction, and time-to-activation.
• Lead and manage three onboarding teams, comprising 35 individuals, ensuring strong performance, accountability, and alignment with business objectives.
• Analyze onboarding funnel performance, identify friction points, and implement data-driven initiatives to enhance student outcomes and reduce churn.
• Oversee hiring, onboarding, performance reviews, and team development, fostering a high-performance, student-focused culture.
• Design and optimize onboarding journeys, engagement strategies, and proactive re-engagement programs for students at risk of disengagement.
• Improve operational processes, reporting frameworks, workload management, and the effective utilization of tools such as Planhat and Notion.
• Collaborate cross-functionally with Product, Sales, Retention, Finance, and Student Success teams to improve activation, retention, and scalable onboarding operations.

Requirements

• A minimum of 5 years of experience in onboarding, customer success, retention, or operations, including proven leadership experience managing large teams.
• A demonstrable track record of improving KPIs such as activation, engagement, retention, churn reduction, and customer satisfaction.
• Strong people management skills with experience leading, coaching, and scaling high-performing teams (experience with teams of 30+ people is preferred).
• A data-driven mindset with the ability to analyze funnels, identify trends, and make operational decisions based on performance metrics.
• Experience in building and optimizing onboarding processes, workflows, reporting systems, and scalable operational frameworks.
• Excellent cross-functional collaboration skills, with experience working closely with Product, Sales, Retention, Finance, and other stakeholders.
• Outstanding communication, problem-solving, and stakeholder management skills, with the ability to manage escalations and drive continuous improvement initiatives.

What We Offer

• Transparent KPIs, fast feedback loops, and full ownership of your domain.
• A supportive, mission-driven company dedicated to helping thousands of individuals transform their careers.
• A culture built on speed, accountability, and impact, characterized by minimal bureaucracy and a focus on results.
• Fully remote, full-time collaboration offering professional freedom and minimal micromanagement.
• Join a dynamic, diverse, and global team with extensive experience across tech, ed-tech, and various industries.
• Utilize modern digital collaboration tools such as Miro, Notion, and Google Workspace for seamless teamwork.
• Make a direct impact on the success rates of students finding jobs post-graduation.