Onboarding Team Lead - AI-Driven CX (SaaS)

Factorial; Barcelona; Presencial; EUR 60.000 - 80.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

High growth culture

Wellhub fitness facilities

Cobee expense management

Language classes

Office breakfast & organic fruit

Nora food discounts

Pet friendly offices

Descripción de la vacante

Factorial is seeking an Onboarding Specialist Team Lead for Small Accounts to guide an international team, scale onboarding via AI-powered workflows, and collaborate with Sales, Product, and CX for smoother onboarding. You will drive talent development and build scalable processes that improve retention and time-to-value for clients.

The role emphasizes leadership in a high-volume SaaS environment, with a focus on automation, async communication, and a culture that values rapid learning and

Formación

• SaaS leadership experience with a track record in customer onboarding or CX
• Experience designing scalable onboarding using asynchronous communication and automation
• Fluent English and proficiency in another core market language (e.g., Spanish, Italian, Portuguese, French, or German)
• Strong analytical skills to track dashboards and team KPIs, with ability to pivot strategies
• Clear communication to align Sales, Product, and Account Management across departments
• Proactive, organized, and fast to master new software/tools; comfortable with AI-driven platforms

Responsabilidades

• Lead an international team of Onboarding Specialists (6–8 people) to achieve KPIs across high-volume portfolios
• Implement and optimize Onboarding by ONE AI agent, product-led automations, and async workflows to shorten onboarding time
• Monitor team performance, backlog status, and portfolio health across accounts (~50–60 clients per specialist)
• Develop and nurture talent, foster a high-energy culture, and drive career development
• Recruit and onboard new Onboarding Specialists efficiently
• Act as a strategic bridge between Sales, Customer Success, and Product to remove onboarding friction

Conocimientos

Team leadership

Onboarding

AI-driven automation

Data analysis

Cross-functional collaboration

Fast learner

Communication

English fluency

Herramientas

Jira

HubSpot

Descripción del empleo

Factorial is seeking an Onboarding Specialist Team Lead for Small Accounts to guide an international team, scale onboarding via AI-powered workflows, and collaborate with Sales, Product, and CX for smoother onboarding. You will drive talent development and build scalable processes that improve retention and time-to-value for clients.

The role emphasizes leadership in a high-volume SaaS environment, with a focus on automation, async communication, and a culture that values rapid learning and