BetterHelp, via TensorOps, is hiring an Onboarding Lead to lead within the Customer Onboarding Team. You will be responsible for cultivating a highly effective team that delivers exceptional support and ensures seamless onboarding experiences for customers.

What You'll Do

Monitor a segment of customers with associated retention goals.
Analyze customer data to improve utilization and discover insights to enhance the customer experience.
Manage customer escalations related to the strategic use of software.
Promote the value of the product and upsell services.
Review customer complaints and concerns to improve all aspects of the customer experience.
Train, mentor, motivate, and empower a world-class team of Onboarding Coaches.
Own preparation, execution, and follow-up for 1-on-1s and performance reviews.
Establish a regular meeting schedule and check-ins with team members.
Identify, communicate, and facilitate learning and career-growth opportunities for your team.
Serve as a confident, knowledgeable escalation point for client and third-party stakeholders.
Design, implement, and track metrics to measure the success of projects, people, and processes.
Strategize with cross-departmental teams to improve onboarding, shorten delivery time frames, and develop scalable processes.
Drive best practices around customer outreach for reviews.
Provide leadership in hospitality training and thought leadership.
Understand each customer's strategic goals and make recommendations based on products and best practices.
Collaborate with internal teams to drive alignment, understand customer perceptions, and exceed expectations.

What We're Looking For

At least 2 years of leadership experience with a hospitality property or hospitality software company.
Experience with multiple areas of a hotel or similar property type (e.g., Front Desk Manager, Revenue Manager).
Ability to manage people and projects effectively in an agile system and matrix reporting environment.
Ability to mentor team members and oversee comprehensive learning and development plans.
Exceptional organizational and interpersonal skills with a demonstrated ability to resolve competing priorities under pressure.
Ability to clearly, concisely, and confidently communicate information in written and verbal contexts.
Demonstrated ability to create and maintain relationships on all levels of the organization.
You take pride in being a top performer and a subject matter expert.
Able to thrive in a fast-paced, high-growth environment, with a high level of drive, accountability, and attention to detail.
Ability to quickly grasp and distinctly explain technological and business concepts.
Ability to work with AI and to feel comfortable adapting new technology software.
Comfortable working with people from different cultures and backgrounds.
Knowledge of different operating systems like CRM, OTAs, PMS, etc.

Nice to Have

Senior or Key Account Onboarding Coach role within Cloudbeds (if applicable).
Knowledge of Spanish, Portuguese, English.
Project Management certification.

Team & Environment

You will be a leader within the Customer Onboarding Team.

Benefits & Compensation

Remote First, Remote Always.
PTO in accordance with local labor requirements.
2 corporate apartment accommodations for team member use for free (San Diego & São Paulo).
Monthly Wellness Fridays - enjoy an extra long weekend every month.
Full Paid Parental Leave.
Home office stipend based on country of residency.
Professional development courses in Cloudbeds University.
Access to professional development, including manager training, upskilling and knowledge transfer.

Work Mode

This is a remote position open to candidates in the Philippines.

Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.