Customer Onboarding Specialist training hotel customers in Mexico on SiteMinder's platform features. Instructing via screenshare, chat, and phone, ensuring customer satisfaction and successful implementation strategies.
About the role
- Manager of Customer Onboarding at Malt, connecting freelancers with companies. Leading a team to ensure high user experience and scaling activities.
Responsibilities
- Manage and develop the team: Directly hire, coach, and develop a team of Client Activation and Freelancer Onboarding Specialists, fostering a cohesive "One Team" spirit.
- Monitor performance: Track team progress towards goals and report on relevant KPIs to ensure high operational standards.
- Drive Change Management: Embrace and implement change within the team, including building new processes, tools, and ways of working.
- Identify improvements: Detect pain points and bottlenecks in internal processes and the external user experience via data analysis and feedback loops.
- Champion scalability: Drive scalability initiatives, notably via automation (n8n) and Product improvement, in collaboration with Business Ops and Tech teams.
- Collaborate with stakeholders: Establish trusted relationships with internal stakeholders (Sales, Finance, Product) to influence roadmaps and achieve team goals.
Requirements
- Management Experience: You have proven experience managing teams in Customer Success, Onboarding, or Operations, with a focus on coaching and development.
- Operational Excellence: You are skilled in Process Optimization, Change Management, and have strong Business Acumen.
- Technical Proficiency: You have mastered Advanced GSheet and Notion. You are comfortable with Looker (analytics) and have an appetite for automation tools like n8n and AI.
- Communication: You possess excellent communication strategy skills and conflict resolution techniques.
- Languages: You speak English at a native level.
Benefits
- Equity: Every Malter is entitled to stock options
- Lunch vouchers (legal benefit): €9/day on your Swile card
- Transportation (legal benefit): 50% reimbursement (any type of transport)
- Healthcare insurance (legal benefit)
- RTT: From 8 to 12 days off per year
- Sports: Company participation to a Gymlib (Wellpass) membership
- Malt sabbatical: Every three years, all Malters are entitled to a one month fully paid sabbatical leave
- Free books: If you’re interested in learning more about any topic relevant to Malt’s business, just tell us the books you’d like to read, and we’ll order them for you—without any questions asked or approval processes to follow
- Remote work: Hybrid policy balancing on-site and home office
- Team building events organized every year
Job title
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