Customer Onboarding Team Lead

TripleTen is dedicated to helping people from diverse backgrounds build sustainable careers in tech through digital re-skilling programs. They are seeking an experienced Customer Onboarding Team Lead to own the onboarding experience and early student success for the US market.

Location: Remote (US)

Responsibilities

• Own and improve onboarding KPIs (student activation, engagement, retention, refund reduction, and time-to-activation).
• Lead and manage 3 onboarding teams (35 people total), ensuring strong performance, accountability, and alignment with business goals.
• Analyze onboarding funnel performance, identify friction points, and implement data-driven initiatives to improve student outcomes and reduce churn.
• Manage hiring, onboarding, performance reviews, and team development while building a high-performance, student-focused culture.
• Design and optimize onboarding journeys, engagement strategies, and proactive re-engagement programs for at-risk students.
• Improve operational processes, reporting frameworks, workload management, and effective use of tools like Planhat and Notion.
• Partner cross-functionally with Product, Sales, Retention, Finance, and Student Success teams to improve activation, retention, and scalable onboarding operations.

Requirements

• 5+ years of experience in onboarding, customer success, retention or operations, including leadership experience managing large teams.
• Proven track record of improving KPIs such as activation, engagement, retention, churn reduction, and customer satisfaction.
• Strong people management skills with experience leading, coaching, and scaling high-performing teams (30+ people preferred).
• Data-driven mindset with the ability to analyze funnels, identify trends, and make operational decisions based on performance metrics.
• Experience building and optimizing onboarding processes, workflows, reporting systems, and scalable operational frameworks.
• Strong cross-functional collaboration skills with experience working closely with Product, Sales, Retention, Finance, and other stakeholders.
• Excellent communication, problem-solving, and stakeholder management skills, with the ability to manage escalations and drive continuous improvement initiatives.

Benefits

• Transparent KPIs, fast feedback loops, and full ownership of your domain.
• A supportive, mission-driven company helping thousands of people transform their careers.
• A culture built on speed, accountability, and impact — no bureaucracy, just results.
• Remote collaboration: Fully remote and full-time collaboration with professional freedom and minimal micromanagement.
• Diverse, global team with experience across tech, ed-tech, and various industries.
• Modern Workspace: We use digital tools like Miro, Notion, and Google Workspace for seamless collaboration.
• Your efforts directly influence the success rates of students finding jobs post-graduation.

Additional Information

• Originally posted on Himalayas