Onboarding Team Lead
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.
- 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
- 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