Onboarding Lead

Onboarding Lead

The Onboarding Lead is responsible for leading and operating the first point of contact agents for TC Global students and simplifying their starting point in their journey to study internationally. This is a full stack Customer Support, Service and HelpDesk team that completely owns the top of the funnel for tcglobal.com and combines and product-human interactions to simplify experiences.

• Champion the Mission: Onboarding leads must act as missionaries that believe in our mission and will do what it takes to help us accomplish our vision. Set extremely high standards, lead from the front and champion the mission for our people, students and partners.
• Operate and Coach: Lead, Operate and Coach the Onboarding team to simplify customer onboarding for international education and execute interactions at extremely rapid rates to cover the existing active and new incoming customer base daily.
• Full Cycle Execution: Own the full cycle of execution, from lead allocation to churning to closure to activity + productivity reporting for each agent in the team that helps unlock peak performance and conversions from the top of the funnel for the Salesforce to support in their journey.
• Tactical Execution: Dive deep and commit yourself to understand opportunities in the funnel through deeper connections with our users. Run weekly audits to analyse user behaviour and product iterations to drive max conversions.
• Demonstrate Good Judgement on Talent: Hiring will be the single most important determinant of results. Talent creates leverage and good judgement of talent enables high probabilities of non-linear outcomes.
• Care and Diligent Delivery: Never give a customer a reason to be disappointed, dissatisfied, unhappy, and or be put in a position to complain. Care for Customers as you would for your Closest Friends and Family.
• Tools and technology: Play, tinker with and leverage industry leading tools and tech to enable customer support and servicing at speed and scale.

Desired:

• Strong experience in working in and with customer service teams, customer funnels and leading industry standard platforms such as Salesforce, LeadSquared and HubSpot to simplify lead management and lead customer service teams.
  • Strong experience in leading and scaling frontline teams
  • Strong first-hand stakeholder management experience
  • Prior experience in Ed-tech, marketplaces, aggregators and platform + service brands
  • Bonus: Strong experience in regional and global expansion