Onboarding and Retention Lead - 60959922602

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.