Customer Onboarding Team Lead Kuala Lumpur
StoreHub Sdn Bhd, OneStoreHub Pte LtdKuala Lumpur, Kuala Lumpur, Malaysia30+ days ago
Job descriptionOwn and continuously improve the end-to-end onboarding process with a focus on scalability and customer impact Handle onboarding escalations and ensure merchants go live successfully and on time Implement AI-powered tools (e.g., ChatGPT, Gemini) to automate workflows, generate insights, and improve productivity Build playbooks and training programs using AI to scale team performance Partner with Sales, Product, and Support teams to align onboarding goals with broader company objectives Provide structured customer feedback to improve product and processes Monitor and report on key metrics including Go Live rate, CSAT, conversion, and team productivity Drive onboarding services and cross-selling revenue opportunities Strategic thinker with an execution-first mindset Hands-on leader who can inspire, coach, and guide the team Strong communicator and collaborator, able to work cross-functionally Data-driven, curious, and always looking for better ways to do things Comfortable working in a fast-paced, tech-forward environment 5–8 years of experience in SaaS onboarding, customer success, or implementation roles 2+ years in a team lead or people management position Solid experience with onboarding / project management methods and tools Hands-on exposure to AI tools (e.g., ChatGPT, Gemini) or automation workflows Strong analytical skills and proven process optimization experience Excellent client-facing, interpersonal, and communication skills Background in SaaS, tech startups, or POS-related industries is a plus Our people – StoreHubbers are some of the smartest and most interesting people you’ll work with. Expect a lot of peer-learning. Culture of Candour – We embrace directness, hate bureaucracy, and move fast. If you’re tired of corporate nonsense, you’ll feel right at home. Cutting edge tools – If something can be automated, we’ll make it happen. Impact, not just effort – We value results over hours clocked. CHANGE – our core values are super important to us. The more you resonate with them, the better you’ll fit in : Humble and Hungry Authentic but not an sshole Nimble and Quick Growth Mindset Efficiency and Excellence
Overview
Are you driven, results-oriented and a team player? With 17,000+ retailers and restaurants in over 15 countries, StoreHub is on a mission to enable everyone, big or small, to build successful businesses. At StoreHub, we\'re building a dream team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators. It is in such a team that you learn the most, perform your best work, improve the fastest, and have the most fun.
If this is a journey you’d like to embark on, keep reading!
In the Onboarding Team Lead role, you’ll be leading our Onboarding Team to deliver fast, delightful, and impactful activation experiences for our customers. You’ll coach a team of onboarding managers and specialists, own the full onboarding journey, and leverage AI tools and automation to drive both efficiency and customer satisfaction.
We’re looking for someone who’s tech-savvy, strategic yet hands-on, and passionate about helping SMEs succeed through a seamless onboarding journey.
Responsibilities
- Team Leadership & Coaching : Lead, coach, and manage a team of 11 onboarding managers and specialists
- Evaluate performance, provide feedback, and build a culture of continuous learning and accountability
Onboarding Process Ownership
AI & Automation
Collaboration & Alignment
Performance Tracking
How you will need to be
What you need to have
What makes working at StoreHub awesome (and refreshing!)
Communicate for Clarity
We are an equal-opportunity employer and value diversity at StoreHub. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, marital status, veteran status, or disability status.
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Onboarding Team Lead • Kuala Lumpur, Kuala Lumpur, Malaysia
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