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Customer Onboarding Team Lead
<p>š¤At <a href="https://tripleten.com/es-mex/meet-special/" target="_blank" rel="noopener noreferrer">TripleTen</a>, we are dedicated to helping people from diverse backgrounds build sustainable careers in tech through digital re-skilling programs. Our program graduates have secured jobs at companies like Tesla, Spotify, PlayStation, Google, and Microsoft. Over 25,000 students have already chosen TripleTen to transform their careers.</p><p><br></p><p>We are looking for an experienced and results-driven <strong>Customer Onboarding Team Lead</strong> to own the onboarding experience and early student success for the US market.</p><p><br></p><p>This role is responsible for driving key business outcomes during the critical first stages of the student journey, with a primary focus on student activation, engagement, and reducing refund requests. You will lead a team of Learning Coaches, optimize onboarding processes, and partner cross-functionally to ensure students successfully transition from enrollment to active learning.</p><p><br></p><p>Success in this role will be measured by your ability to improve activation rates, reduce refund requests, increase early retention, and build a scalable onboarding function that delivers measurable business impact.</p><p><br></p> <br><h3>What you will do</h3> <ul><li>Own and improve onboarding KPIs (student activation, engagement, retention, refund reduction, and time-to-activation).</li><li>Lead and manage 3 onboarding teams (35 people total), ensuring strong performance, accountability, and alignment with business goals.</li><li>Analyze onboarding funnel performance, identify friction points, and implement data-driven initiatives to improve student outcomes and reduce churn.</li><li>Manage hiring, onboarding, performance reviews, and team development while building a high-performance, student-focused culture.</li><li>Design and optimize onboarding journeys, engagement strategies, and proactive re-engagement programs for at-risk students.</li><li>Improve operational processes, reporting frameworks, workload management, and effective use of tools like Planhat and Notion.</li><li>Partner cross-functionally with Product, Sales, Retention, Finance, and Student Success teams to improve activation, retention, and scalable onboarding operations.</li></ul> <br><h3>Requirements</h3> <ul><li>5+ years of experience in <strong>onboarding, customer success, retention or operations</strong>, including leadership experience managing large teams.</li><li><strong>Proven track record of improving KPIs </strong>such as activation, engagement, retention, churn reduction, and customer satisfaction.</li><li><strong>Strong people management skills</strong> with experience leading, coaching, and scaling high-performing teams (30+ people preferred).</li><li>Data-driven mindset with the ability to analyze funnels, identify trends, and make operational decisions based on performance metrics.</li><li>Experience building and optimizing onboarding processes, workflows, reporting systems, and scalable operational frameworks.</li><li>Strong cross-functional collaboration skills with experience working closely with Product, Sales, Retention, Finance, and other stakeholders.</li><li>Excellent communication, problem-solving, and stakeholder management skills, with the ability to manage escalations and drive continuous improvement initiatives.</li></ul> <br><h3>What we can offer you</h3> <ul><li>Transparent KPIs, fast feedback loops, and full ownership of your domain.</li><li>A supportive, mission-driven company helping thousands of people transform their careers.</li><li>A culture built on speed, accountability, and impact ā no bureaucracy, just results.</li><li>RemoteĀ collaboration: Fully remote and full-time collaboration with professional freedom and minimal micromanagement.</li><li>Dynamic Team: Join a diverse, global team with experience across tech, ed-tech, and various industries.</li><li>Modern Workspace: We use digital tools like Miro, Notion, and Google Workspace for seamless collaboration.</li><li>Impact: Your efforts directly influence the success rates of students finding jobs post-graduation.</li></ul>
