Product Onboarding Team Lead Small Accounts

Hello!

At Factorial were looking for an Onboarding Specialist Team Lead for Small Accounts to help us take the company to the next level. We want to develop the extremely talented people in our team scale the company culture and drive the future of high-velocity customer onboarding through Onboarding by ONE (our AI agent) automation and asynchronous workflows. (Kindly note this is not an internal HR Onboarding function it is part of our Customer Experience process).

Ready to be part of the challenge

About the team

Our Customer Experience team is the voice that guides our users every step of the way making sure they always get the most out of Factorial. If youre passionate about people and love turning a challenge into a great experience youll fit right in.

What youll do

• Team Leadership & Performance: Manage an international team of Onboarding Specialists (from 6 to 8 people) to ensure high performance top-tier onboarding quality and achievement of target KPIs across high-volume portfolios (5060 accounts per specialist).
• Onboarding by ONE & Scaled Architecture: Implement and optimize new strategies using our AI agent (Onboarding by ONE) product-led automations and asynchronous communication to reduce onboarding duration and increase long-term customer retention.
• Quality Capacity & High-Volume Portfolio Management: Monitor team performance backlog status and portfolio health metrics across accounts handling 5060 clients each ensuring every specialist is fully supported aligned and performing at their best.
• Talent Development & Culture: Motivate your team provide constant feedback and help create a fun high-energy environment where people love coming to work while developing their careers.
• Talent Acquisition: Develop and execute an effective recruitment strategy to hire and onboard new Onboarding Specialists quickly and efficiently.
• Cross-Functional Alignment: Pivot strategies based on telemetry data customer feedback and internal goals acting as a strategic bridge between Sales Customer Success and Product to eliminate onboarding friction.

What are we looking for

• SaaS & Leadership Experience: Preferred experience in a B2B SaaS environment with Team Lead experience (ideally in Customer Success Onboarding or CX) and a track record of driving customer retention and scalable onboarding.
• Operations & Tech-Touch Mindset: Strong understanding of scalable CS/Onboarding models (asynchronous communication AI-driven workflows dynamic intake and automation) designed for high-volume portfolio management (5060 accounts per specialist) rather than traditional 1:1 meeting structures.
• Languages: Fluent English (company language) and a proficient level in another core market language such as Spanish Italian Portuguese French or German.
• Analytical & Problem-Solving: Ability to analyze portfolio dashboards track team metrics manage technical ticket escalation (Jira) and pivot strategies in a fast-paced environment.
• Adaptability & Clear Communication: Excellent communication skills to align expectations across departments (Sales Product Account Management) explain setup concepts clearly (via text short videos or quick calls) and foster innovation within the team.
• Fast Learner Organized & Proactive: Quick to master software tools eager to leverage AI and automation in operations and proactive in keeping high-volume workflows organized.
• Bonus: Experience with CRM tools (HubSpot Jira) AI-driven platforms or project management methodologies is a PLUS.

Were looking for a leader who is not only passionate about customer experience but also dedicated to fostering talent driving automation and scaling innovation within the team. If you thrive in a dynamic high-volume environment and want to make a meaningful impact wed love to hear from you!

Perks of being part of Factorial

• High growth multicultural and friendly environment
• Healthy life with Wellhub (Gyms pools outdoor classes)
• Save expenses with Cobee
• Language classes
• Breakfast in the office and organic fruit
• Food discounts with Nora
• Pet Friendly
• Much more that well spill during the interview process

About us

Factorial is the AI for Business that knows companies connects how work happens across the business and turns that context into action.

Founded in Barcelona in 2016 we now have 1700 employees serving more than 16000 companies across 112 countries.

Factorial started with a simple idea: companies were spending too much time managing processes and not enough time doing the work they were hired to do: their best work.

But as companies grow work gets more disconnected. More people more tools more information and more time spent connecting the dots. Generic AI can answer questions but it doesnt know your company. Every time you have to give it the context.

Factorial is different. Because its inside the company it already knows how it works including its people processes policies and data. So you can ask it to do real work from screening candidates and managing expenses to answering questions and creating reports.

AI isnt the goal. Giving people back their time is.

When work changes so do we.

Our values

• We own it: We take responsibility for every project. We make decisions not excuses.
• We learn and teach: Were dedicated to learning something new every day and above all share it.
• We partner: Every decision is a team decision. We trust each other.
• We grow fast: We act fast. We think that the worst mistake is not learning from to learn more about us Check our website!