Customer Onboarding Team Lead

TripleTen is looking for an experienced and results-driven Customer Onboarding Team Lead to own the onboarding experience and early student success for the US market. This role focuses on improving student activation, engagement, early retention, reducing refund requests, and building scalable onboarding operations for a growing online education platform.

Own and improve onboarding KPIs, including student activation, engagement, retention, refund reduction, and time-to-activation.
Lead and manage 3 onboarding teams with around 35 people in total.
Analyze onboarding funnel performance and identify friction points.
Implement data-driven initiatives to improve student outcomes and reduce churn.
Manage hiring, onboarding, performance reviews, and team development.
Build a high-performance, student-focused team culture.
Design and optimize onboarding journeys and engagement strategies.
Create proactive re-engagement programs for at-risk students.
Improve operational processes, reporting frameworks, workload management, and tool usage.
Work cross-functionally with Product, Sales, Retention, Finance, and Student Success teams.

5+ years of experience in onboarding, customer success, retention, or operations.
Leadership experience managing large teams.
Proven track record of improving activation, engagement, retention, churn reduction, and customer satisfaction KPIs.
Strong people management skills, including coaching and scaling high-performing teams.
Experience leading teams of 30+ people is preferred.
Data-driven mindset with the ability to analyze funnels and performance metrics.
Experience building onboarding processes, workflows, reporting systems, and scalable operational frameworks.
Strong cross-functional collaboration skills.
Excellent communication, problem-solving, and stakeholder management skills.
Ability to manage escalations and drive continuous improvement.

TripleTen is an online technology education platform offering career-focused programs designed to help students transition into tech roles. The company provides structured, mentor-supported bootcamps in areas such as software engineering, data analytics, quality assurance, and related digital skills.

TripleTen emphasizes practical, project-based learning and career support, helping students build job-ready portfolios and develop in-demand technical competencies. The platform operates fully online and serves learners across multiple regions, focusing on accessibility and employment outcomes.