Onboarding Team Lead

2 days ago

Richmond Hill, Canada WellnessLiving Full time

**Title**: Onboarding Team Lead

**Reports to**: Onboarding Manager

**Salary**: Based on experience + vacation + benefits

**Location**: Richmond Hill, ON

**Length**: Full-time, Permanent

**About Us**:
WellnessLiving is one of the fastest growing software companies in North America with over 10 million users worldwide Thousands of business owners in the fitness, wellness, yoga, music, dance, and martial arts industries love our platform as it helps grow their business through dynamic and innovative features. We are passionate about providing entrepreneurs with optimal solutions to help them run their business with ease.

Known as the software company with a heart, we are extremely customer focused. Our customers are our number one priority, and we do all we can to make sure their business needs are being fulfilled. With a growing community of customers and offices globally, our mission is to be the all-in-one software solution that propels businesses forward

**Responsibilities**:

- Manage a team of 3-5 Onboarding Specialists
- Set clear team goals and objectives, following Onboarding department’s key performance indicators
- Motivating team members to achieve departmental and organizational goals
- Empowering team members with skills to improve confidence, technical knowledge, leadership, and communication skills
- Build trust and camaraderie between team members
- Influencing and being a key contributor to the growth of the company through a successful team
- Listen to team members’ feedback, resolve any issues or conflicts
- Bring forward operational issues to the manager of Onboarding
- Participate in the development and/or continuous improvements to organizational work instructions, processes, procedures, and automation to improve efficacy
- Plan, organize and chair weekly team meetings
- Performing ticket/incident management with a sense of urgency and a solutions-orientated approach
- Delegating tasks to team members, where applicable
- Serve as the initial point of contact for escalations related to customer accounts
- Perform monthly and/or yearly performance evaluations for team members
- Participate in personal development activities that develop an onboarding specialist’s capabilities and potential
- Initiate, plan, execute, monitor, and control onboarding for large stature, multi-location and/or enterprise-based clients
- Collaborate and participate in cross departmental projects
- Suggest and organize team building activities

**Qualifications**:

- 2-3 years of proven work experience as a team leader or supervisor
- Proven experience in a customer/client onboarding or implementation role
- You’re a creative problem solver and multi-tasker who enjoys working in a dynamic, and fast-paced environment with a technical curiosity
- You can build rapport and collaborate with coworkers and clients
- You’re adaptable, quick-thinking, resourceful, with strong time management and organizational skills and obsessive about improving processes
- Highly proactive, resourceful, and accountable person who takes pride in ownership, responsibility, pride in driving and delivering a quality customer-centric approach and exemplary onboarding experiences.
- An active, empathetic listener, with excellent written and verbal communication skills.
- Detail-oriented, multitasker, capable of prioritizing and managing time efficiently and effectively; handle/manage multiple priorities simultaneously under, time-sensitive situations, a team / individual results-oriented environment.
- Working knowledge of Microsoft Office 365
- Intermediate Excel skills
- CRM and Ticket/Incident management Platforms (ex., Jira and Zoho)
- Reporting and Analytics to derive insights from the data to influence business decisions

**What we can offer you**:

- Extended health care
- Vision care
- Vacation & paid time off
- Life insurance
- EAP
- Commissions/bonuses
- Ability to work remotely
- Professional growth and development
- Collaborative team environment
- Company events & social hours
- Dental care
- Casual dress
- On-site parking
- Discounted/free meals

Please note that those who meet the qualifications for the position will be contacted directly.

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