Onboarding Training Team Lead - Customer Success

Dandy; Eu; Hybrid; EUR 65,000 - 85,000; Full time

Benefits offered by this job

Healthcare

Dental

Retirement savings options

Generous paid time off

Job summary

Dandy is seeking a Training Team Lead to supervise frontline Trainers and elevate onboarding outcomes for customers worldwide. You will lead a high-performing team, coach on KPIs, and drive enablement and process improvements.

The role includes up to 20% travel for in-practice learning and trainer support, with responsibility for schedules, SOPs, and cross-functional collaboration to ensure best-in-class onboarding experiences.

Qualifications

• 3+ years of professional experience in fast-paced environments such as startups, consulting, or tech.
• 2+ years of direct people management experience as a titled manager, leading small teams in a dynamic business setting.
• Proven ability to manage and develop a team, driving measurable performance improvements.
• Hands-on problem solver with a passion for customer success and operational efficiency.
• Strong communication and collaboration skills across teams.
• Comfort operating in ambiguous, high-velocity environments with a proactive approach.
• Data-driven mindset to analyze performance metrics and implement improvements.

Responsibilities

• Supervise and coach a team of Trainers delivering onboarding to customers.
• Host regular 1:1s to review performance metrics and support professional growth.
• Build and implement a QA strategy to audit performance and drive improvement.
• Develop enablement strategies to enhance team skills and performance.
• Manage team schedules, PTO, and holiday coverage for seamless operations.
• Identify bottlenecks and collaborate with cross-functional teams to implement improvements.
• Develop, maintain, and optimise SOPs for consistency and efficiency.
• Resolve tooling issues in Salesforce, SFDC Scheduler, Zendesk, and Portal with tech teams.
• Act as escalation point for complex customer issues and ensure timely resolution.

Skills

People management

Leadership

Data-driven

Customer onboarding

Tools

Salesforce

SFDC Scheduler

Zendesk

Portal

Job description

Dandy is seeking a Training Team Lead to supervise frontline Trainers and elevate onboarding outcomes for customers worldwide. You will lead a high-performing team, coach on KPIs, and drive enablement and process improvements.

The role includes up to 20% travel for in-practice learning and trainer support, with responsibility for schedules, SOPs, and cross-functional collaboration to ensure best-in-class onboarding experiences.