Onboarding Team Lead
The Role You'll Play
Orchestrate comprehensive onboarding strategies, designing and delivering dynamic learning experiences through discovery sessions, virtual training, and strategic onsite visits to franchisor corporate offices
Collaborate with the Kite Training team to develop custom learning paths in our Learning Management System (LMS), tailoring educational content to each unique brand's needs
Partner closely with Product and Product Operations teams to document customer requirements, ensuring clear communication of new features and seamless platform adoption
Build and nurture lasting customer relationships by sharing deep product knowledge, proactively addressing challenges, and serving as a trusted strategic advisor
Serve as the primary escalation point for onboarding specialists and franchisee partners, resolving complex implementation challenges with creativity and expertise
Capture and synthesize customer insights to continuously refine onboarding processes, driving ongoing product and training improvements
Stay ahead of industry trends, continuously expanding knowledge of our software ecosystem and emerging best practices in customer education
Support occasional client visits to guide partners through their onboarding journey
The Experience You’ll Bring
5+ years of experience in customer service, training, or client-facing roles demonstrating exceptional communication and educational skills
Proven expertise in designing and delivering training programs, particularly in technology or software environments
Ability to onboard and effectively manage a small team of Onboarding Specialists
Advanced proficiency with Learning Management Systems and virtual meeting platforms
Strong analytical skills to actively listen, ask insightful questions, and solve complex problems with creativity
Technical comfort with database and internet-based software, including Microsoft Office suite and video conferencing tools
Exceptional online communication skills across email, chat, and video platforms
Demonstrated ability to manage multiple priorities while maintaining high-quality customer interactions
It is the Company's intent to pay all Team Members competitive wages and salaries that are motivational, fair and equitable. The goal of the Company's compensation program is to be transparent, attract potential employees, meet the needs of all current employees, and encourage Team Members to stay with our organization. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.
The base salary range for this position in the United States is $86,475 to $105,000. The total compensation package for this position may also include a performance bonus, benefits and/or other applicable incentive compensation plans.