Onboarding Team Lead

📣 Role Summary

We’re looking for a hands-on Onboarding Team Lead to guide a small, high-performing team through the earliest and most critical part of our customer journey. In this role, you’ll lead by example, rolling up your sleeves to troubleshoot issues, refine processes, and coach reps while ensuring customers get value quickly. You’ll own onboarding performance, drive operational excellence, and partner closely with Sales, Product, CX, and Data. If you’re energized by fast-paced problem-solving, love helping people grow, and want to shape a core function at a rapidly scaling company, this role is for you.

⚡ What You'll Do

• Lead a small onboarding team while staying deeply involved in daily onboarding work.
• Ensure the team consistently hits onboarding targets including 80 percent customer success within three weeks.
• Troubleshoot connection issues across Google Business Profile, Facebook, domains, and websites and step in to unblock reps when needed.
• Review early website edits and maintain quality control before sites go live.
• Track onboarding metrics, identify performance gaps, and clearly communicate insights.
• Build, refine, and roll out processes that speed up onboarding and improve customer outcomes.
• Maintain documentation, scripts, and playbooks that support team execution.
• Provide ongoing coaching, feedback, and performance support to help your team grow.
• Collaborate with Sales, CX, Product, and Data partners to remove friction and improve the end-to-end onboarding experience.
  
  

🎯 What We’re Looking For

• 6 years of customer-facing experience and 1 years of direct people management experience.
• Ability to give clear, direct feedback and support rep development.
• Strong organizational skills with the ability to prioritize in a fast-paced environment.
• Comfort working in high-urgency, metrics-driven operational roles such as support, onboarding, CX, or high-volume sales.
• Ability to interpret onboarding data and make actionable recommendations.
• Comfortable adapting processes and guiding reps through change.
• Bonus experience with small business customers, Google tools, DNS or domain setup, or website troubleshooting.
  
  

🤗 Who You Are

• Emerging people leader eager to continue developing management skills.
• Leads by example and works closely with a tight-knit team.
• Thrives in fast-paced, operational environments where speed and accuracy matter.
• Proactive problem-solver who quickly steps in when issues arise.
• Adaptable and excited to improve processes as the business evolves.
• Communicates clearly and builds trust with both the team and cross-functional partners.
• Deeply committed to delivering a smooth, successful onboarding experience for customers.
• Motivated by growth for oneself, the team, and the company.
  
  

📅 Hiring Process

• Recruiter Screen
• CX Team Lead Screen
• Hiring Manager Screen
• Onsite
• Cofounder Screen
  
  

🙌 What We Offer

• $80K Base Salary ($120K OTE) equity
• Full Medical, Dental, and Vision Health Coverage
• Computer and workspace enhancements
• 401(k) plan (non-matching)
• Unlimited vacation, 9 company holidays including election day, and 1 personal volunteer day a year
• Company-paid Wellhub membership for fitness and wellness
• Dinner covered with Uber Eats a stocked kitchen to keep you fueled
• Opportunity to take on significant responsibility and ownership in scaling a product that can change the lives of home service pros
  
  

🤝 Our Values

• No Bullsh*t: We create meaningful results for our customers and drive growth for our team—ensuring progress and impact are felt every day. Our focus, both internally and externally, is on delivering genuine value rather than superficial solutions or benefit without purpose.
• Think Big, Learn Fast: We move quickly, acting on data to uncover insights and solutions. We embrace risks, knowing every experiment fuels growth—even when it doesn’t go as planned.
• One Team, One Dream: We tackle challenges together with creativity, and an open mind—always seeking solutions and embracing fresh ideas to win as a team.
• Empower Every Voice: We welcome diverse perspectives and bold ideas, creating space for authenticity and respect—because great ideas come from everywhere.
• Be an Owner: We take responsibility for outcomes, act in the company’s best interest, and treat every dollar as our own. We move with urgency, think long-term, and take pride in driving impact.
• Boom!: We take time to celebrate each other’s achievements, big and small—at work and in life—because shared success fuels lasting momentum. And we end all team meetings in a “Boom!”
  
  

About Topline Pro

We’re building AI powered Shopify for service businesses. We help service pros (e.g., roofers, landscapers, painters, cleaners) acquire direct business, fast. Up and running within minutes using Gen AI, our digital storefront products help pros get discovered, trusted, and booked repeatedly.

Topline Pro is co-founded by Nick Ornitz (CEO) and Shannon Kay (CPO) with an excellent team of 100 rockstars with plans to expand more in 2025. We serve thousands of local service businesses and were named as one of the 2023 and 2024 top 50 Tech Companies building for SMBs.

We're YC-backed and well funded with several years of runway, and we’ve experienced rapid growth in the past year. We're in a phenomenal position to scale—with the financial foundation, product-market fit, and momentum to go big. You’ll be joining at an inflection point—where the groundwork is laid and the path to massive impact is clear.

We believe “great candidates” do not come about through simply a checkmark next to past experiences. We believe in hiring people not just skills. Even if you do not check every box but find excitement at the prospect of working with us in this capacity, please apply.