Customer Onboarding Team Lead - US

Can you help us change the world?

Yes, you read that correctly. It sounds grand, but we’ve got big ideas at Mews. We’re transforming the world of hospitality, re-imagining the industry with a best-in-class cloud-based property management solution for hotels, hostels, apartments, and so much more.

We’re on the lookout for ambitious, tenacious, and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us. Sound good so far? If you’re a Customer Onboarding Leader / Manager / Expert, keep reading and tumble down the Mews rabbit hole...

‍ About the role

As a Customer Onboarding Team Lead, you will be creating the ideal workspace to ensure the success of your team and implement the processes to successfully complete the onboarding of new customers.

You will report to the Director of Customer Onboarding, within the Customer Excellence organization, and manage a regional team of Customer Onboarding Managers. Part of your responsibilities will be to onboard, train and grow the skillset of the team. At the same time, you will be responsible for service delivery of the onboarding of new customers and training of the end users. You will need to monitor the projects, ensure processes are followed and unblock any difficulties the team may be facing during the onboarding. You will also become an escalation point and we expect you to actively contribute to the department growth and scale, as well as other company-wide objectives.

✅ Your mission, should you choose to accept it

• Ensure the team executes against the overall Customer Excellence strategy and Customer Journey.
• Ensure your team is delivering a remarkable customer experience at each point along the onboarding journey.

• Manage and support a talented and high-performing team of Onboarding Managers in the designated region.
• Provide guidance and coaching to your team on successfully managing difficult situations and grow their skillset.
• Ensure your team adopts and adheres to the established technologies and processes.
• Ensure the team is properly capturing and recording customer data and knowledge transfer in the systems made available to them such that reporting is accurate and made available to the wider org.
• Serve as a point of escalation for your team and the needs of their customer base.

• Create and supervise roll out plans for large customers.
• Assist in the development and implementation of the E2E Onboarding process to meet and exceed company and customer expectations.
• Lead by example and be able to also work as an independent contributor, if needed, and successfully manage onboarding projects.
• Liaise with other departments leaders to collectively serve our customers and ensure they achieve the desired outcomes and value realization.

Requirements

️ You’ll be a great fit if you bring a few of the below with you:

• Experience leading remote teams in a SaaS organizations.
• Experience in project management and training.
• Strong interpersonal and skills and the ability to coach and develop teams.
• Excellent communication skills necessary to drive cross-functional business outcomes.

• Skilled in goal setting, prioritization, and time management.
• Strong analytical, problem-solving, and issue-resolution skills.
• Flexible, accountable, well organised, detail-oriented, and passionate with a growth mindset.
• A genuine interest in innovative software and disruptive tech.
• Ability to work in a fast-paced international company and ready to work both independently and as part of a team.

Benefits

What’s in it for you?

Did you know that Mews was voted the Best Place to Work in Hotel Tech for 2 years running? You do now. Most of that is down to our inspiring team, but part of it is because of some pretty amazing perks. As well as awesome colleagues and stimulating work, you'll get:

• Company shares
• Unlimited holiday (no, this is not a typo)
• Health and wellness plans
• Flexible Benefits via Ben Platform (EURO 125 in the Australia)
• Remote/flexible working ‍ ️

• Regular team events, socials and a legendary annual company gathering, Mews Con (the only con that’s actually a pro)

Who is Mews?

We want to get to know you, so it’s only fair we tell you a little bit about ourselves first. We were founded in 2012 by a team of former hoteliers, and since then we’ve been transforming hospitality for both hotel staff and guests.

Essentially, Mews is a powerful software platform that acts as a central nervous system for hotels, hostels, apartments and more. We use smart tech and automation to make day-to-day operations easier for hoteliers, so they can focus on the thing that really matters: providing remarkable guest experiences.

More than 2,000 properties across 60 countries are powered by Mews, with more joining every week. Bookings, payments, operations, guest management – everything a hotel needs to operate can be done through our solution. We work with some amazing hotels, including Sage Hospitality Group, Machefert Group, The Student Hotel, and Tsogo Sun Hotels.

Life at Mews

That’s what we do, but what about who we are? Mews’ culture is special and difficult to capture in words, which makes writing this tricky. You'll experience the freedom to be yourself and the ability to watch your ideas come to life. You’ll have an open line of communication and an open invitation to after-work drinks, be they virtual or in-person. Sometimes the work can be challenging and there can be a lot of it, but you’ll always be able to rely on those around you.

Yes, we’re ambitious and we move fast, but we know the value of fun and taking a breather. Every month we have a Wellness Wednesday, a day off that you can use to boost your health, whether that’s a long lie-in, a trip to the gym, or anything in between. We have slack channels for almost every interest imaginable, and an all-company meeting every Friday gives you the chance to ask any question to our leadership team. Oh, and we love our pets. To get more of an idea what life at Mews is like (and to see dozens of cute cats, dogs, and hamsters), check out our Instagram.

We’re guided by our five key values; if you see yourself in them, it’s time to get in touch.

Ambitious

We truly believe that great technology can make the entire human experience better.

Resilient

We’re tough. The workload might be heavy, but with one foot in front of the other, we can handle an intensity workout.

Curious

We’re innately curious. We read, we discover, we ask questions, we challenge assumptions, and we’re obsessed with the word ‘why’.

Open

We’re an open book. We share our work and experiences with one another, as well as our community.

Human

You can’t take risks if you’re afraid to fail. We all make mistakes. The key is to learn, get feedback and improve.

✊ Everyone is welcome at Mews

This part is straightforward. We’re an equal opportunity employer and truly value diversity within our company. We never have and never will discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, disability status – or anything else for that matter.

Think this could be the beginning of a beautiful friendship? If you’d like to know more about us and what we do, check out mews.com. Otherwise, spruce up your CV and apply. We can’t wait to hear from you.