Team Lead Onboarding Specialists

bsport; Barcelona; Hybrid; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Vibrant office in Barcelona

Hybrid work model - 1 remote day/week,

Health insurance fully covered

Fitness perks – gym discount

Diverse, collaborative workplace

Paid sick leave

Job summary

bsport, based in Barcelona, is seeking a Team Lead Onboarding Specialists to own performance and quality across markets in a hybrid setup. You will lead a team of Onboarding Specialists, drive onboarding standards, and partner with Migration, Product, Care, and Customer Experience teams to optimize the onboarding experience.

You will focus on reducing time to go live, boosting CSAT, and increasing New MRR through scalable processes, while mentoring a growing team and collaborating with Country

Qualifications

• Experience in onboarding, implementation, or customer success within a SaaS environment.
• First management experience.
• Strong cross-functional communication and ability to work across markets.

Responsibilities

• Lead and develop a team of Onboarding Specialists across markets.
• Own team performance metrics: onboarding volume, CSAT, time to go live, 90-day jump.
• Ensure consistent onboarding across markets and adherence to onboarding standards.
• Prioritize and arbitrate capacity constraints or complex cases; escalate high-impact onboardings.
• Structure, document, and continuously improve onboarding processes; collaborate with Migration, Product, Care, and Customer Experience teams.
• Contribute to securing New MRR and reducing churn through high-quality onboarding.
• Track onboarding KPIs and provide visibility on capacity and delivery by market; assist with hiring plans.

Skills

Onboarding experience

First management

Cross-functional communication

Multi-market experience

SaaS / Customer Success

Migrations & billing

Job description

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.

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

What We Offer

• Vibrant office in Passatge St. Joan, Barcelona with free drinks and snacks to fuel your mornings and recharge during breaks
• Flexible working model - hybrid setup with 1 remote day per week, plus 15 extra remote days per year
• Health insurance fully covered by the company.
• Fitness perks – enjoy a special discount at a local gym to stay active and energized
• A diverse, collaborative workplace - join an international team!
• 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.

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.