Team Leader, Customer Onboarding

AlertMedia; Ciudad de México; Híbrido; MXN 1,104,000 - 1,473,000; Jornada completa

Descripción de la vacante

A technology solutions company is looking for a Team Leader, Customer Onboarding to lead a dedicated team in Mexico City. This role involves managing high-volume customer onboarding, coaching team members, and ensuring alignment with company values. Ideal candidates will have strong customer-facing experience, people management skills, and a commitment to team culture. This position offers hybrid work flexibility and a comprehensive benefits package.

Servicios

Annual Company Bonus

100% Employer-Paid Medical, Dental, and Vision Coverage

Generous Vacation and Holiday Policy

Monthly Work-from-Home Stipend

All Necessary Equipment Provided

Recognition & Rewards program

Continuous Learning & Growth opportunities

Opportunity to step into a leadership role

Formación

• 3+ years of experience in SaaS customer-facing roles.
• 1+ years of people leadership in a high-volume environment.
• Proven experience supporting global, US-based customers.
• Excellent organizational and prioritization skills.
• Ability to handle escalations calmly.

Responsabilidades

• Lead and manage the Customer Onboarding Specialists.
• Coach, mentor, and develop team members.
• Monitor performance metrics to achieve onboarding goals.
• Act as first line of support for escalations.
• Collaborate with cross-functional leaders.

Conocimientos

SaaS customer-facing experience

People leadership

Fluent English proficiency

Organizational skills

Cultural awareness

Coaching ability

Escalation handling

CRM tools familiarity

Herramientas

Salesforce

Gainsight

HubSpot

Descripción del empleo

Overview

AlertMedia is looking for a Team Leader, Customer Onboarding to lead our Customer Onboarding Specialists in Mexico City. This team is focused on onboarding high-volume, lower ARR customers in our Scaled segment – customers who sit globally, with the majority based in the US.

As an entry-level people manager, you will play a pivotal role in building team culture, upholding Alert Media’s values, and refining the strategy for Scaled onboarding. You’ll coach, develop, and support your team day to day, while also acting as the first line of support for escalations or coverage during busier periods. This role reports directly to the Senior Manager, Implementation (US-based).

What you get to do every day

• Lead and manage a team of Customer Onboarding Specialists dedicated to our Scaled (SMB/high-volume) customers.
• Foster and uphold AlertMedia’s values and standards in our Mexico City office, ensuring the team is motivated, engaged, and consistently delivering high-quality customer experiences.
• Coach, mentor, and develop team members, providing regular feedback and professional growth opportunities.
• Monitor performance and key metrics to ensure onboarding timelines and customer adoption goals are achieved.
• Partner with leadership to understand, refine and scale the onboarding strategy for our Scaled customer segment.
• Act as the first line of support for escalations, complex situations, or managing workload spikes (e.g., end-of-quarter).
• Collaborate closely with cross-functional and cross-regional leaders (Implementation, Customer Success, Product, Support) to ensure alignment and evaluate data to identify meaningful trends for stakeholders.

What you bring to the role

• 3+ years of experience in SaaS customer-facing roles (implementation, onboarding, success, or support), preferably with US-based companies in Mexico.
• 1+ years of people leadership (team lead, supervisor, or manager), ideally in a high-volume environment.
• Proven experience supporting global customers, especially US-based customers, with strong cultural awareness and professionalism in customer interactions.
• Fluent, professional-level English proficiency (verbal and written).
• Strong ability to coach, motivate, and build high-performing teams.
• Excellent organizational and prioritization skills — able to manage both people and processes in a fast-paced environment.
• Comfort handling escalations, with a solutions-oriented and calm approach.
• Familiarity with CRM/CS tools (Salesforce, Gainsight, HubSpot, or similar).
• Passion for building culture, improving processes, and driving customer success at scale.

Why you’ll love working at AlertMedia

• Annual Company Bonus
• 100% Employer-Paid Medical, Dental, and Vision Coverage
• Parental Leave Program
• Generous Vacation and Holiday Policy
• Monthly Work-from-Home Stipend
• All Necessary Equipment Provided: Laptop, monitor and accessories
• Recognition & Rewards: We celebrate wins big and small
• Language Immersion Program with employees spread out across the globe (English, Spanish, etc.)
• Continuous Learning & Growth: Mentorship, tech talks, and personalized 1:1 career development
• Award-Winning Culture: Meaningful work and great people
• Opportunity to step into a foundational leadership role in the Mexico City office
• Hybrid work model with 2 days/week in our Reforma office

About AlertMedia

AlertMedia helps organizations protect their people and businesses through all phases of an emergency. Our threat intelligence, emergency communication, and travel risk management solutions help companies identify, respond to, and recover from critical events faster and more confidently. We support thousands of leading businesses—including JetBlue, Coca-Cola Bottling, and Walmart—in more than 150 countries.

We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

This is an amazing opportunity to be part of our momentum and take our company, and your career, to the next growth stage. For more information, please visit www.alertmedia.com

AlertMedia does not currently sponsor applicants for work visas.

Voluntary Self-Identification

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As set forth in AlertMedia’s Equal Employment Opportunity policy, we do not discriminate on the basis of protected group status under applicable law.

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For more information about the form and related rights, visit the U.S. Department of Labor’s OFCCP website at www.dol.gov/ofccp.

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