Position Details

Salary $70K – $82K USD / year

Type Not Specified

Experience lead

Exp. Years 1+ years

Category Customer Success & Support

About this role

Manager, Onboarding leads a team of Onboarding Specialists to deliver an exceptional onboarding experience for Housecall Pro's Pros, focusing on key metrics, escalations, and continuous improvement.

Key Responsibilities

Drive onboarding metrics for the Onboarding team
Manage team schedules and attendance
Conduct weekly performance reviews
Ensure escalation processes are followed
Oversee timecards and monthly performance metrics

Technical Overview

Leads structured onboarding workflows, tracks KPIs like Onboarding Completion Rate and Time to Value, and collaborates across teams to ensure a best-in-class experience.

Ideal Candidate

The ideal candidate is a proactive onboarding leader with 1+ year of customer support experience and a proven ability to manage a team, drive key metrics, coach for growth, and handle escalations in a remote environment.

Must-Have Skills

Bachelor's degree or equivalent experience1+ years of experience in Customer support or related fieldProven track record of meeting and exceeding performance metrics consistentlyManagement experience is a plusExperience using AI tools to increase quality and efficiency of work

Required Skills

onboarding managementcustomer onboardingremote team leadershipperformance metricscoachingescalation handlingtimecardsmonthly performance metricsbonusesKPI reporting

Hard Skills

onboardingteam leadershipperformance metricscoachingescalationstimecardsmonthly performance metricsbonusesreportingcustomer success

Soft Skills

strong organizational skillscommunicationinterpersonalleadershipproblem-solving

Industry & Role

Industry Healthcare & Medical

Job Function Lead and optimize a remote onboarding team to deliver best-in-class onboarding for Pros

Role Subtype Onboarding Specialist

Keywords for Your Resume

manager onboardingonboardingremotecustomer onboardingprosteam managementperformance reviewstime to valueonboarding completion ratecustomer satisfaction scoreretention ratecoachingescalationstimecardsbonusesonboarding teamsupport managementremote leadershipkpIsretentiononboarding managementteam leadershipperformance metrics

Deal Breakers

Lack of people leadership experience, Inability to work remotely

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