Start date: ASAP
Based in Barcelona, hybrid role.

We're looking for a first team lead for our amazing onboarding team!

The Team Lead Onboarding Specialists is responsible for the performance, structure, and quality of the Onboarding team across all markets.🗺️

The mission is to ensure fast, high quality, and scalable onboardings that directly contribute to New MRR, early churn prevention, and overall customer satisfaction.

Your role:

Team Leadership & Performance

• Lead and develop a team of Onboarding Specialists across markets

• Own team performance: onboarding volume, CSAT, time to go live, 90-day jump

• Drive growth through coaching, feedback, and performance reviews
  

Operational Excellence

• Ensure consistent onboarding execution across all markets

• Guarantee adherence to onboarding standards : full setup, migrations, go live readiness, clean handover to Account Managers

• Prioritize and arbitrate in case of capacity constraints or complex cases

• Act as an escalation point for high impact or sensitive onboardings

Process & Scalability

• Structure, document, and continuously improve onboarding processes

• Identify recurring friction points : migration, billing, app, widget, CQA

• Work closely with Migration, Product, Care, and Customer Experience teams to improve the onboarding experience

• Standardize best practices across markets
  

Revenue & Customer Impact

• Contribute directly to securing New MRR

• Reduce early churn through high-quality onboarding

• Proactively drive jump prevention, segmentation, and onboarding prioritization

• Collaborate closely with Country Managers, CS Leads, and Account Managers
  

Reporting & Alignment

• Track and analyze team onboarding KPIs

• Provide visibility on capacity and delivery by market

• Anticipate hiring and workload needs

• Share structured insights with Customer Growth leadership
  

You would be great fit if you have:

• Proven experience in onboarding, implementation, or customer success within a SaaS environment

• First management experience

• Strong understanding of complex topics : migrations, billing, integrations

• Process driven and results oriented mindset

• Excellent cross functional communication skills

• Comfortable working in a multi market, fast growing environment
  
  

The benefits:
🌅 Vibrant office in Passatge St. Joan, Barcelona with free drinks and snacks.
💻 Hybrid working model: 1 remote day per week, plus 15 extra remote days per year.
🐼 Health insurance with Alan, fully covered by the company.
🤸‍♀️ Negociated gym deal with Wellhub: get access to a wide range of gyms, studios, and wellbeing apps.💳 Flexible remuneration with Alan, to optimise part of your salary in a tax-efficient way.
🌍 A diverse, collaborative workplace - join an international team!
⛱️ Summer Fridays: Enjoy your Friday afternoons all August, with a half-day schedule.
🛏️ Feel supported with paid sick leave, because your health always comes first.

Who we are?
At bsport we empower the Wellness Industry with an all-in-one platform that combines boutique fitness and advanced technology. Our platform enables our partners to manage their bookings, payroll, marketing and more, to streamline operations and boost their commercial success.

The hiring process:

• Introduction Call, first chat with Charlotte, Talent Acquisition (30 min)

• Interview with Taninna, Head of Customer and Growth (45 min)

• Business case to do at home

• Presentation business case with Kevin, VP Customer and Growth (1h)

• Meeting with our CEO, Zakaria Mansour (30 min)

We believe diversity makes us stronger and are committed to creating an inclusive workplace where everyone can do their best work.

If you require accommodations during the application or interview process, please inform us.

See you 👋🏼