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Topline Pro · 1 month ago

Onboarding Team Lead

Brooklyn, New York

Full-time

Onsite

Senior Level

$80K/yr - $120K/yr

6+ years exp

Topline Pro is building AI powered Shopify for service businesses, helping service pros acquire direct business quickly. The Onboarding Team Lead will guide a high-performing team, ensuring customers receive value quickly while driving operational excellence and collaborating with various departments.

Artificial Intelligence (AI)Generative AIInternetMobile AppsSoftware

Responsibilities

Lead a small onboarding team while staying deeply involved in daily onboarding work

Ensure the team consistently hits onboarding targets including 80 percent customer success within three weeks

Troubleshoot connection issues across Google Business Profile, Facebook, domains, and websites and step in to unblock reps when needed

Review early website edits and maintain quality control before sites go live

Track onboarding metrics, identify performance gaps, and clearly communicate insights

Build, refine, and roll out processes that speed up onboarding and improve customer outcomes

Maintain documentation, scripts, and playbooks that support team execution

Provide ongoing coaching, feedback, and performance support to help your team grow

Collaborate with Sales, CX, Product, and Data partners to remove friction and improve the end-to-end onboarding experience

Qualification

Customer onboardingPeople managementProcess improvementData interpretationOrganizational skillsCoachingProblem-solvingCommunicationAdaptabilityCollaboration