📣 Role Summary

The Onboarding Team Lead owns one of the most critical moments in the customer journey: the transition from sale to value. This team sits directly between Sales and Customer Success and is responsible for getting new customers set up, enrolled on our service, and successfully live as quickly and reliably as possible. Our onboarding team focuses on execution, speed, quality, and early retention.

This is a high visibility, operationally focused leadership role. You will lead a small, high impact team operating within a repeatable, metrics driven workflow. You are accountable for enrollment conversion, onboarding throughput, and early customer success. The goal is simple: customers get live fast, expectations are set clearly, and momentum is built from day one.

To build operational credibility and deep context, your first three months will be hands on as an individual contributor. You will execute real enrollments, work directly with customers, and learn the systems, integrations, and friction points firsthand before formally stepping into full team leadership ownership.

⚡ What you'll do

• Lead and coach a small onboarding team, while staying closely, ready to get involved in day-to-day execution as needed.

• Own onboarding performance, including enrollment conversion, early success, and retention metrics.

• Create a positive team environment focused on driving consistent customer success.

• Step in to troubleshoot and unblock issues related to Google Business Profile, Facebook, domains, websites, and related integrations.

• Identify bottlenecks in onboarding workflows, form clear hypotheses, and run fast experiments to improve outcomes.

• Run weekly performance reviews grounded in clear metrics and operational data.

• Balance the need to build, refine, and enforce repeatable onboarding processes, while encouraging iteration, improvement, and innovation from you and your team.

• Partner closely with Sales to improve handoff quality, readiness, and speed.

• Communicate performance insights, risks, and trends clearly to leadership.

🎯 What we’re looking for

• 6+ years of customer-facing experience with a minimum of 1 year of direct people management experience.

• Ability to give clear, direct feedback and support rep development.

• Strong prioritization skills, with the ability to act with urgency and keep teams focused on execution.

• Experience and comfort working in high-urgency, metrics-driven operational roles that have supported: onboarding, activation, implementation, support, CX, or high-volume sales.

• Demonstrated ability to use data to improve conversion, reduce drop off, or increase throughput.

• Ability to interpret onboarding data and make actionable recommendations.

• Comfort working within ticketing systems, queues, and repeatable workflows.

• Proven experience guiding teams through change while maintaining performance and morale.

• Bonus experience with small business customers, Google tools, DNS or domain setup, or website troubleshooting.

🤗 Who you are

• An execution-focused leader who leads by example.

• Comfortable making decisions quickly in fast-moving environments.

• A strong coach who helps people consistently hit volume and quality targets.

• Energized by metrics ownership and continuous operational improvement.

• Curious and motivated by testing, learning, and iterating.

• Thrives in environments with frequent change and high accountability.

• Deeply invested in customer outcomes, team growth, and operational excellence.

• Communicates clearly and builds trust with both the team and cross-functional partners.

• Proactive problem-solver who quickly steps in when issues arise.

• A firm believer in leading by example and creating a confident, motivated, and cooperative team.

⚙️ Role Logistics

• Office Location: 300 Kent Ave, Brooklyn NY

• Onsite Monday - Friday

• Hours: 9:00 AM - 6:30 PM ET

📅 Hiring Process

• Recruiter Screen

• Onboarding 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.