Customer Onboarding Team Lead (US Market)

About TripleTen

TripleTen is dedicated to helping individuals from diverse backgrounds build sustainable careers in tech through digital re-skilling programs. Our graduates have secured positions at leading companies such as Tesla, Spotify, PlayStation, Google, and Microsoft, with over 25,000 students already transforming their careers with us.

What You Will Do

• Own and improve onboarding KPIs, including 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 enhance 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 dedicated to helping thousands of people transform their careers.
• A culture built on speed, accountability, and impact – free from bureaucracy.
• Fully remote, full-time collaboration with professional freedom and minimal micromanagement.
• A dynamic, diverse, and global team with extensive experience across tech, ed-tech, and various industries.
• Modern digital collaboration tools like Miro, Notion, and Google Workspace.
• The opportunity to directly influence student success rates in finding jobs post-graduation.