Customer Onboarding Team Lead

ScentAir; Charlotte (NC); On-site; USD 61,400 - 100,000; Full time

Job summary

A leading service provider in Charlotte, NC, is seeking an Onboarding Team Lead. This role involves overseeing the onboarding of new business accounts into Salesforce, mentoring the team, and ensuring high customer satisfaction. Candidates should have a bachelor's degree and significant experience in client onboarding, with proven capabilities in leadership and process management. The role offers a salary range of $61,400 - $100,000.

Qualifications

• 3+ years of experience in client onboarding, account management, or operations.
• 1-2 years in a leadership role.
• Proven ability to lead teams and manage workflows.

Responsibilities

• Lead and develop the onboarding team.
• Oversee setup of new business accounts in Salesforce.
• Serve as an escalation point for onboarding issues.

Skills

Leadership & Coaching

Customer Focus

Process Management

Cross-Functional Collaboration

Analytical & Problem-Solving Skills

Strong Attention to Detail

Education

Bachelor’s degree in Business, Operations, or related field

Tools

Salesforce

CRM Systems

ERP Systems

Job description

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Overview

The Onboarding Team Lead will oversee the team responsible for onboarding new business accounts into Salesforce and related platforms. This role ensures a seamless, efficient, and positive transition from sales handoff to active account management. The Onboarding Team Lead will manage workflows, coach onboarding specialists, monitor data accuracy, and drive process improvements to enhance customer experience and ensure timely activation of new accounts.

Responsibilities

• Leadership & Team Oversight: Lead, mentor, and develop the onboarding team to meet productivity, accuracy, and customer experience goals
• Manage team workload, set priorities, and monitor key onboarding metrics
• Foster a positive, collaborative, and customer-focused team environment

Onboarding Process Management

• Oversee the setup of new business accounts in Salesforce, ensuring accuracy of contracts, billing information, and service details
• Partner with Sales, Finance, Collections and Account Services teams to confirm smooth transitions and align expectations
• Troubleshoot issues or delays during onboarding and implement corrective actions

Quality & Compliance

• Ensure Salesforce and Syteline records are accurate, complete, and compliant with internal standards
• Maintain and update SOPs and documentation for onboarding processes

Customer Experience

• Serve as an escalation point for onboarding issues, providing timely resolutions to customers and internal stakeholders
• Drive improvements that reduce onboarding time and enhance client satisfaction

Training & Development

• Train new team members on onboarding procedures, systems (e.g., ERP/CRM platforms), and customer service standards
• Provide ongoing training to improve skills and process knowledge within the team
• Keep the team updated on policy changes, system updates, and best practices
• Analyze onboarding data and provide reporting on cycle times, error rates, and capacity
• Recommend and implement process enhancements, automation opportunities, and best practices

Qualifications

• Bachelor’s degree in Business, Operations, or related field preferred
• 3+ years of experience in client onboarding, account management, or operations, with at least 1–2 years in a leadership role
• Strong experience working with Salesforce (required); knowledge of additional CRM or ERP systems a plus
• Proven ability to lead teams, manage workflows, and achieve performance goals
• Excellent problem-solving, organizational, and communication skills
• Strong attention to detail with the ability to manage multiple priorities in a fast-paced environment
• Customer-first mindset with the ability to build positive cross-functional relationships
• Leadership & Coaching
• Customer Focus
• Process Management
• Cross-Functional Collaboration
• Analytical & Problem-Solving Skills
• Strong Attention to Detail

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Sales, General Business, and Education
• Industries
• Wireless Services, Telecommunications, and Communications Equipment Manufacturing

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