Customer Onboarding Team Lead at Amenitiz

At Amenitiz, we’re on a mission to simplify hospitality management, whether it's in the bustling streets of Paris or the serene Uyuni Salt Flats of Bolivia. Empowering over 14,000 hoteliers worldwide, we’re more than just another SaaS scale-up. We’re revolutionizing one of the world’s oldest industries. With over $50 million raised from top-tier VCs who back disruptive giants like Alibaba, Toast, Zendesk, Delivery Hero, Revolut, and Loom, we've been recognized as a TravelTech Titan and one of Wired's hottest start-ups. At our Barcelona office, we turn positivity into progress, ownership into bold ideas, and collaboration into results that matter. Every day, we push boundaries, celebrate growth, and create an environment where our people can thrive, make an impact, and shape the future together. About the Role The Customer Onboarding Team Lead is responsible for managing and developing a multilingual onboarding team, ensuring a smooth and consistent experience for new clients across markets. This role sits at the intersection of people management, process excellence, and data-driven decision-making - and plays a pivotal part in driving client retention, product adoption, and long-term satisfaction. You'll work closely with the Head of Onboarding and collaborate cross-functionally with Product, Sales, Customer Success, and Customer Care to continuously improve how we bring clients on board. Key Responsibilities • Leads, coaches, and develops a multilingual onboarding team, fostering a high-performance culture built on feedback, accountability, and continuous growth. • Manages day-to-day team operations, including workload distribution, performance monitoring, and escalation handling, ensuring a seamless onboarding experience for every client. • Uses data and tooling - including Excel and CRM/onboarding platforms — to track KPIs, identify trends, and drive process improvements with a structured, scalable approach. • Collaborates with the Head of Onboarding to align team goals with company objectives, implementing best practices that reduce churn and maximize product adoption. • Works cross-functionally with Product, Sales, Customer Success, and Customer Care to resolve blockers, share insights, and improve the end-to-end client journey. • Adapts communication and management style to support a diverse, multilingual team, ensuring clarity, inclusion, and consistency across different languages and cultural contexts. Scope & Impact • Operates within the function but has a wider impact on multiple departments and company-wide objectives. • Leads a team, mentors junior colleagues, and ensures that expertise is distributed across the organization. • Plays a key role in driving global improvements by aligning onboarding processes with business goals. • Acts as a resource for knowledge-sharing and problem-solving, leveraging in-depth expertise to improve department performance. About you • 3+ years in customer-facing roles (onboarding, customer success, or similar), with at least 1 year in a team lead or people management position. • Proven experience managing or working within multilingual or multicultural teams is a strong plus. • Strong coaching and mentoring skills - you know how to develop people, give meaningful feedback, and build team culture. • Comfortable working with data - you can build and maintain Excel reports, analyze performance metrics, and turn insights into action. • Proficient with CRM tools and onboarding or ticketing platforms (e.g. Salesforce, HubSpot, Intercom, or similar). • Strong organizational skills - able to manage priorities, handle multiple workstreams, and drive execution in a fast-paced environment. • Fluent English; additional European languages are a plus. Our Benefits • Competitive salary - We recognize your hard work and celebrate your success with exciting, performance-based incentives. • Comprehensive health & wellness coverage - Your physical and mental well-being matter, and we’ve got you covered. • Stock options - Be a part of our success with real ownership in Amenitiz. • Get paid whenever you want - No need to wait until the end of the month - access your salary anytime. • Flexible benefits - Save on meals, childcare, transportation, and training with our tailored remuneration options. • Grow with us - Join a dynamic, fast-growing, and international team (35+ nationalities) with limitless career opportunities. • Fuel your curiosity - We'll buy you any book you want, plus we’ve built an inspiring library to keep your learning on track If you’re a strategic thinker with a passion for driving growth and innovation, we want to hear from you! Apply now to join our team and be a part of our exciting journey at Amenitiz!