Client Onboarding Team Lead | Client Onboarding Operations Lead
Remote | Full-time | Contractor
Advanced English Required
About Stealth
Stealth is a white-label digital marketing agency that helps agencies scale through reliable execution across Paid Media, CRM, Web Development, Design, SEO, AI Automation, and Marketing Operations.
Our agency partners rely on us to execute critical marketing initiatives quickly, accurately, and consistently. The Client Onboarding team is responsible for creating the operational foundation for that delivery, ensuring each new account moves smoothly from Sales to execution with clear expectations, complete information, the required access, and well-defined ownership.
As we continue to grow, we are looking for a hands-on operational leader who can work directly within the onboarding operation while making it faster, more consistent, efficient, and scalable.
About the Role
This is a hands-on operational leadership role focused on Client Onboarding, Process Improvement, Project Management, Team Leadership, and Workflow Optimization.
You will work directly within the day-to-day operation to identify bottlenecks, remove blockers, improve processes, implement automations, monitor KPIs, and ensure onboarding projects are completed accurately and within SLA. You will balance strategic thinking with hands-on execution to continuously improve processes, develop the team, and build a scalable onboarding operation.
You will report directly to the Head of Operations.
Key Responsibilities
Client Onboarding Operations
- Coordinate the end-to-end onboarding process, from Sales handoff through client launch and transition to the Ongoing team.
- Monitor onboarding timelines, project status, workload, priorities, dependencies, and SLA compliance.
- Identify projects at risk and coordinate corrective actions before launch dates are affected.
- Ensure each project has the required client information, access, approvals, documentation, and ownership.
- Support complex onboarding projects and resolve operational and cross-functional blockers.
Team Leadership
- Lead the day-to-day execution of the Client Onboarding team.
- Establish clear priorities, responsibilities, performance standards, and accountability.
- Provide practical feedback, guidance, and training based on operational performance.
- Design and deliver practical training to ensure the team consistently adopts new processes, tools, and operational standards.
- Improve team consistency, productivity, process adoption, and execution quality.
- Foster a culture of ownership, accountability, collaboration, and continuous improvement.
- Act as the primary escalation point for complex onboarding issues.
Process Improvement & Automation
- Map and optimize the complete Client Onboarding journey.
- Identify bottlenecks, delays, rework, manual tasks, unclear ownership, and process gaps.
- Investigate root causes and implement corrective operational improvements.
- Redesign workflows to reduce onboarding time and improve efficiency.
- Build and maintain playbooks, SOPs, checklists, templates, forms, and process documentation.
- Research, test, and implement workflow automations, AI tools, and operational systems.
- Measure process adoption and the impact of implemented improvements.
KPI Tracking & Reporting
- Develop and maintain Client Onboarding KPIs with the Head of Operations.
- Track onboarding time, SLA compliance, blocked projects, workload, rework, and process adoption.
- Build and maintain operational dashboards and reports.
- Analyze performance data to identify risks, patterns, and improvement priorities.
- Measure the impact of process improvements, automation, and training initiatives to ensure operational changes deliver measurable results.
- Present data-backed recommendations and corrective action plans to leadership.
Cross-Functional Collaboration
- Partner with Sales, Customer Success, Media Buying, CRM, Design, Web Development, and other internal teams.
- Improve Sales-to-Onboarding and Onboarding-to-Ongoing handoffs.
- Clarify responsibilities, dependencies, timelines, and communication across teams.
- Reduce information gaps, duplicated work, delays, and client friction.
Required Experience
- Experience in Client Onboarding, Customer Onboarding, Client Implementation, Customer Success, or Client Operations.
- Previous experience leading or coordinating a team.
- Strong Project Management and organizational skills.
- Experience with Process Improvement, Workflow Optimization, and SOP development.
- Experience tracking operational KPIs and SLA performance.
- Ability to manage multiple onboarding projects and priorities simultaneously.
- Experience working with CRM and Project Management platforms.
- Strong analytical, problem-solving, and stakeholder-management skills.
- Excellent communication and relationship-building skills.
- Strong ownership mentality with the ability to balance strategic thinking and hands-on operational execution.
- Advanced written and spoken English.
Nice to Have
- Experience in digital marketing, SaaS, technology, or professional services.
- Experience with workflow automation, AI tools, and no-code platforms.
- Experience building operational dashboards and reports.
- Experience working in a fast-growing or rapidly changing operation.
Success in This Role
Success will be measured by:
- Reduced Client Onboarding time.
- Increased SLA compliance.
- Fewer blocked or delayed onboarding projects.
- Reduced manual work, follow-ups, and operational rework.
- Faster collection of client information, access, and approvals.
- Improved cross-functional handoffs.
- Higher team productivity and process adoption.
- Measurable efficiency gains from workflow automation and Process Improvement.
- More accurate and reliable operational reporting.
Application Process
- Please submit your resume in English.
- Interviews will be conducted in both English and Portuguese.
What We Offer
- 100% remote work, with the flexibility to work from anywhere;
- Monthly performance-based bonus opportunities;
- Paid time off: 2 weeks of vacation per year, plus public holidays;
- Maternity leave (4 months) and paternity leave (3 weeks);
- Birthday gift;
- Partnership with Open English;
- Individual professional development program focused on career growth;
- Collaborative, innovative, and results-driven work environment;
- Real opportunities for learning, development, and advancement within a global team.