Onboarding Team Lead

StoreHub; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A technology company in Kuala Lumpur is seeking an Onboarding Team Lead to guide and improve the onboarding experience for customers. You will lead a team of onboarding managers, leverage AI tools for efficiency, and work cross-functionally to achieve company objectives. Candidates should have extensive experience in SaaS onboarding and demonstrate strong leadership and analytical skills.

Benefits

Peer learning opportunities

Culture of directness

Cutting edge tools

Results-focused environment

Qualifications

• 5–8 years of experience in SaaS onboarding, customer success, or implementation roles.
• 2+ years in a team lead or people management position.
• Solid experience with onboarding/project management methods and tools.

Responsibilities

• Lead, coach, and manage a team of 11 onboarding managers and specialists.
• Own and continuously improve the end-to-end onboarding process.
• Implement AI-powered tools to automate workflows.

Skills

SaaS onboarding

Customer success

Team leadership

AI tools

Analytical skills

Tools

ChatGPT

Project management tools

Job description

Are you driven, results-oriented and a team player?

With 17,000+ retailers and restaurants in over 15 countries, StoreHub is on a mission to enable everyone, big or small, to build successful businesses. At StoreHub, we're building a dream team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators. It is in such a team that you learn the most, perform your best work, improve the fastest, and have the most fun.

If this is a journey you’d like to embark on, keep reading!

In the Onboarding Team Lead role, you’ll be leading our Onboarding Team to deliver fast, delightful, and impactful activation experiences for our customers. You’ll coach a team of onboarding managers and specialists, own the full onboarding journey, and leverage AI tools and automation to drive both efficiency and customer satisfaction.

We’re looking for someone who’s tech-savvy, strategic yet hands-on, and passionate about helping SMEs succeed through a seamless onboarding journey.

What you will do:

Team Leadership & Coaching

Lead, coach, and manage a team of 11 onboarding managers and specialists

Evaluate performance, provide feedback, and build a culture of continuous learning and accountability

Onboarding Process Ownership

Own and continuously improve the end-to-end onboarding process with a focus on scalability and customer impact

Handle onboarding escalations and ensure merchants go live successfully and on time

AI & Automation

Implement AI-powered tools (e.g., ChatGPT, Gemini) to automate workflows, generate insights, and improve productivity

Build playbooks and training programs using AI to scale team performance

Collaboration & Alignment

Partner with Sales, Product, and Support teams to align onboarding goals with broader company objectives

Provide structured customer feedback to improve product and processes

Performance Tracking

Monitor and report on key metrics including Go Live rate, CSAT, conversion, and team productivity

Drive onboarding services and cross-selling revenue opportunities

How you will need to be:

Strategic thinker with an execution-first mindset

Hands-on leader who can inspire, coach, and guide the team

Strong communicator and collaborator, able to work cross-functionally

Data-driven, curious, and always looking for better ways to do things

Comfortable working in a fast-paced, tech-forward environment

What you need to have:

5–8 years of experience in SaaS onboarding, customer success, or implementation roles

2+ years in a team lead or people management position

Solid experience with onboarding/project management methods and tools

Hands-on exposure to AI tools (e.g., ChatGPT, Gemini) or automation workflows

Strong analytical skills and proven process optimization experience

Excellent client-facing, interpersonal, and communication skills

Background in SaaS, tech startups, or POS-related industries is a plus

What makes working at StoreHub awesome (and refreshing!):

Our people – StoreHubbers are some of the smartest and most interesting people you’ll work with. Expect a lot of peer-learning.

Culture of Candour – We embrace directness, hate bureaucracy, and move fast. If you’re tired of corporate nonsense, you’ll feel right at home.

Cutting edge tools – If something can be automated, we’ll make it happen.

Impact, not just effort – We value results over hours clocked.

CHANGE – our core values are super important to us. The more you resonate with them, the better you’ll fit in:

Communicate for Clarity

Humble and Hungry

Authentic but not an *sshole

Nimble and Quick

Growth Mindset

Efficiency and Excellence

We are an equal-opportunity employer and value diversity at StoreHub. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, marital status, veteran status, or disability status.