Onboarding Team Leader

A career at Booksy means you’re part of a global team focused on helping people around the world feel great about themselves, every day. From empowering entrepreneurs to build successful businesses, to supporting their customers arrange ‘me time’ moments, we’re in the business of helping people thrive and feel fantastic.

Working in a rapidly growing, ever-changing scale-up comes with its own set of opportunities and challenges. If you prefer a stable environment, with clear processes and structures then, we’ve got to be honest, you won’t always find that here. However, if you enjoy inventively solving problems with others, helping create clarity when things get confusing, and prioritising your own path within ambiguity, then the chances are that you’ll love the opportunities available to grow your career at Booksy.

The people you’ll like to work with and things you’ll enjoy impacting:

As an Onboarding Team Leader you will be reporting to our CS Onboarding Manager for Western Europe and your purpose will be to support and motivate your team in order to help our clients to activate their accounts with Booksy.

Your day to day will involve:

• Develop the relationship with customers from the onboarding to the correct account activation.
• Train customers by phone on all the product features for an active use of the account.
• Conduct or lead webinars/calls with the customers
• Identify and assess customer needs to achieve satisfaction and activation.
• Manage escalations; provide appropriate solutions within timelines and follow up to ensure resolution.
• Identify, develop and recognise opportunities to improve processes and efficiently manage workflows.
• Maintain records of customers interactions, queries and concerns in CRM (Salesforce).
• Review, create and examine reports to improve team performance and propose improvement initiatives.
• Manage and guide the team: attend, lead meetings, conduct 1:1’s, listen and give constant feedback.
• Conduct performance appraisals and monitor the results for the team
• Motivate, support and guide the team to achieve objectives.
• Represent the company at trade shows or trade events to attract current and potential Booksy customers.

Essentially, to ensure you succeed in this role you’re going to need…

• Good command of IT tools: Practical experience in using CRM (Salesforce) to track and manage customers.
• In-depth understanding of the features and capabilities of our SaaS solution and Marketplace and the ability to clearly articulate the benefits and added value of our product to customers.
• Ability to design and deliver effective training programs for customers to enhance their adoption and use of the product.
• Skills in conducting analysis of customers data to identify trends, needs and opportunities for improvement, as well as the ability to use analytical tools to evaluate team’s performance and make informed decisions.
• Ability to inspire and motivate a team to achieve common goals
• Excellent verbal and written communication skills in English.

• This is a fully remote position, we take pride in being a globally distributed team
• Holiday allowance + public holidays + your birthday day off
• Private Medical Cover (including dental) paid by Booksy
• Access to Worksmile and Officevibe wellbeing app
• More benefits available depending on your country of residence

Our Diversity and Inclusion Commitment:

We work in a highly creative and diverse industry so it goes without saying that we strive to create an inclusive environment for all. We welcome people from all backgrounds and are committed to fair consideration in our hiring process. If you have any accessibility needs or require reasonable adjustments during the interview process, please contact us at [email protected], so we can best support you .