Customer Onboarding Team Lead
Description
At TripleTen, we are dedicated to helping people from diverse backgrounds build sustainable careers in tech through digital re-skilling programs. Our program graduates have secured jobs at companies like Tesla, Spotify, PlayStation, Google, and Microsoft. Over 25,000 students have already chosen TripleTen to transform their careers.
We are looking for an experienced and results-driven Customer Onboarding Team Lead to own the onboarding experience and early student success for the US market.
This role is responsible for driving key business outcomes during the critical first stages of the student journey, with a primary focus on student activation, engagement, and reducing refund requests. You will lead a team of Learning Coaches, optimize onboarding processes, and partner cross-functionally to ensure students successfully transition from enrollment to active learning.
Success in this role will be measured by your ability to improve activation rates, reduce refund requests, increase early retention, and build a scalable onboarding function that delivers measurable business impact.
What you will do
- 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.
What we can offer you
- 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.
- Dynamic Team: Join a 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.
- Impact: Your efforts directly influence the success rates of students finding jobs post-graduation.