Title: Onboarding Team Lead
Salary: Based on Experience + Benefits + Vacation
Location: Thornhill, ON
Length: Full-time, Permanent
Reporting Manager: Onboarding Manager
About Us:
At WellnessLiving, we empower thousands of health and wellness business owners to turn their entrepreneurial dreams into reality. Our mission-critical software fuels their vision, supporting millions of clients around the world in their wellness journeys. With a deep commitment to putting our customers first, we foster a culture that values high performance, adaptability, and accountability. If you are a skilled professional who thrives in a fast-paced, customer-focused environment and are passionate about making a meaningful impact on the health and wellness industry, we would love to connect with you.
About You:
We are a growing team of bright, ambitious individuals who are seeking like-minded candidates who can help us take our brand to the next level! We are looking for someone who can think outside of the box and isn’t afraid to push the envelope.
Our ideal candidate will bring:
- Teamwork and Collaboration — Easy to talk to, very approachable, empathetic, patient, puts others at ease, and can work well with others.
- Critical Thinking and Problem-Solving — The ability to analyze, evaluate, and strategize the best solutions when making decisions or faced with challenging situations.
- Strong Work Ethic — Hardworking, dedicated, reliable, and highly motivated with the desire and determination to exceed expectations.
- Natural Leadership Skills — Oversees processes, guides initiatives, holds themselves accountable, listens without judgment, and inspires and nurtures the growth of others to do their best work.
- Entrepreneurial Spirit and Business Mindset — Embraces innovation and continuous improvement, actively seeks out change, and is knowledgeable of current industry trends, practices, and technology.
- Time Management — Uses time efficiently, focuses on top priorities, respects the time of others, and can take ownership of tasks and projects to push them along.
Responsibilities:
- Manage a team of 3-5 Onboarding Specialists
- Set clear team goals and objectives, following Onboarding department’s key performance indicators
- Motivating team members to achieve departmental and organizational goals
- Empowering team members with skills to improve confidence, technical knowledge, leadership, and communication skills
- Build trust and camaraderie between team members
- Influencing and being a key contributor to the growth of the company through a successful team
- Listen to team members’ feedback, resolve any issues or conflicts
- Bring forward operational issues to the manager of Onboarding
- Participate in the development and/or continuous improvements to organizational work instructions, processes, procedures, and automation to improve efficacy
- Plan, organize and chair weekly team meetings
- Performing ticket/incident management with a sense of urgency and a solutions-orientated approach
- Delegating tasks to team members, where applicable
- Serve as the initial point of contact for escalations related to customer accounts
- Perform monthly and/or yearly performance evaluations for team members
- Participate in personal development activities that develop an onboarding specialist’s capabilities and potential
- Initiate, plan, execute, monitor, and control onboarding for large stature, multi-location and/or enterprise-based clients
- Collaborate and participate in cross departmental projects
- Suggest and organize team building activities
Skills & Qualifications:
- 2-3 years of proven work experience as a team leader or supervisor
- Proven experience in a customer/client onboarding or implementation role
- You’re a creative problem solver and multi-tasker who enjoys working in a dynamic, and fast-paced environment with a technical curiosity
- You can build rapport and collaborate with coworkers and clients
- You’re adaptable, quick-thinking, resourceful, with strong time management and organizational skills and obsessive about improving processes
- Highly proactive, resourceful, and accountable person who takes pride in ownership, responsibility, pride in driving and delivering a quality customer-centric approach and exemplary onboarding experiences.
- An active, empathetic listener, with excellent written and verbal communication skills.
- Thoughtful, curious, and ambitious with a tendency to ask “why” questions; the drive to apply a broad understanding of your work towards defining better solutions to achieve improvement measures and departmental goals/objectives.
- Detail-oriented, multitasker, capable of prioritizing and managing time efficiently and effectively; handle/manage multiple priorities simultaneously under, time-sensitive situations, a team / individual results-oriented environment.
- Working knowledge of Microsoft Office 365
- Intermediate Excel skills
- CRM and Ticket/Incident management Platforms (ex., Jira and Zoho)
- Reporting and Analytics to derive insights from the data to influence business decisions
Please note that those who meet the qualifications for the position will be contacted directly.
We appreciate you taking the time and look forward to reviewing your application.
WellnessLiving is an equal opportunity employer. At WellnessLiving, we are proud to embrace and celebrate differences. Employment at WellnessLiving is based purely on a candidate’s qualifications and experiences as they directly relate to professional competencies. WellnessLiving does not discriminate against any employee or potential employee because of race, creed, colour, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, family or parental status, or any other status protected by the laws and regulations in the locations where we operate. Furthermore, we will not tolerate bias or discrimination of any kind from our employees or customers. At WellnessLiving, we bring everyone together to create something incredible! We are a unique and diverse blend of leaders and action-takers, and that mindset encompasses our passion and commitment to our product and our employees.