LOOKING FOR STELLAR TOP CANDIDATES
Position: Onboarding and Retention Lead
Working Hours: Full-Time │ Monday - Friday 9:00 am - 5:00 pm EST
Search Location: South Africa
Salary: $2,700 USD base salary + performance incentives
: OTE approximately $3,700 USD per month)
: The Final Salary Offer depends on the client’s decision, interview results, and experience
About The Client
Client company is transforming patient care through innovative healthcare technology solutions.
About The Role
We are seeking an Onboarding Lead to improve onboarding performance, coach team members, and create scalable processes that drive successful patient outcomes. This is a hybrid leadership role combining coaching, operational excellence, quality assurance, and performance management.
Role Responsibilities
Team Leadership & Coaching:
- Lead and support a growing onboarding team.
- Conduct daily call reviews and quality assurance assessments.
- Coach onboarding specialists to improve performance and customer outcomes.
- Deliver feedback, training, and ongoing development initiatives.
- Help design and implement performance incentive programs.
Operational Excellence
- Monitor onboarding metrics and identify trends.
- Optimize onboarding workflows and customer journeys.
- Identify recurring issues and escalate findings to leadership and technology partners.
- Partner with vendors and internal stakeholders to improve onboarding success rates.
Customer Experience
- Support onboarding and retention activities as needed.
- Troubleshoot complex onboarding scenarios.
- Help improve onboarding scripts, workflows, and customer communications.
- Ensure customers receive a positive and supportive experience throughout onboarding.
Requirements
- Has at least 4-5 years of experience leading or coaching customer-facing outbound teams (B2C)
- Experience in sales leadership, onboarding leadership, customer success leadership, or call center management.
- Strong performance management and coaching abilities.
- Analytical mindset with experience using metrics to drive improvements.
- Excellent communication and interpersonal skills.
- Strong organizational and project management skills.
- Comfortable working in rapidly evolving environments.
- Experience creating or improving operational processes.
- Experience being held accountable for results/metrics
- Familiarity with KPI management and incentive design.
- Experience conducting QA reviews and coaching sessions.
- Experience managing onboarding or implementation teams.
- Experience working with remote contact center teams
Preference
- Experience in healthcare, healthtech, SaaS, customer success, or contact center.
NOTE: We prioritize the processing of one application at a time. If you have applied for multiple job openings within our organization, we kindly request that you direct any update inquiries to the team responsible for handling your initial application.
Please Note
→ We are looking for candidates based in Latin America, South Africa, or the Philippines.
→ Please note that we process only one active application at a time—if you’ve applied for multiple roles, kindly direct any updates to the team handling your first application.
→ To start processing, submit your resume in English.
→ The final offer will be at the client’s discretion and will depend on your interview performance, skills, and experience.