Onboarding Lead (Hospitality Software)

TL;DR

Onboarding Lead (Hospitality Software): Cultivating and mentoring a high-performing customer onboarding team to ensure seamless customer experiences and long-term retention with an accent on strategic goal alignment and cross-departmental collaboration. Focus on designing and implementing quantitative and qualitative metrics to measure success, managing customer escalations, and driving best practices in customer outreach.

Location: Fully remote. This role operates on a Monday - Friday 7AM - 4PM UTC OR 8AM - 5PM UTC shift.

Company

hirify.global is transforming hospitality by providing an intelligently designed platform that powers properties across 150 countries with AI-powered solutions.

What you will do

• Lead, mentor, motivate, and empower a world-class team of Onboarding Coaches.
• Monitor customer segments and analyze data to improve customer utilization and retention.
• Manage customer escalations and promote the value of products and services.
• Design, implement, and track quantitative and qualitative metrics to measure success of projects, people, and processes.
• Strategize with cross-departmental teams to improve client onboarding and develop repeatable, scalable processes.
• Provide leadership in hospitality training and thought leadership within the Onboarding team.

Requirements

• At least 2 years of leadership experience with a hospitality property or hospitality software company.
• Experience with multiple areas of a hotel or similar property type (Frontdesk manager, Revenue Manager, Concierge, etc.).
• Ability to manage people and projects effectively in an agile system and matrix reporting environment.
• Exceptional organizational and interpersonal skills with demonstrated ability to resolve competing priorities under pressure.
• Ability to work with AI and feel comfortable adapting new technology software.
• Knowledge of different operating systems like CRM, OTAs, and PMS background.

Nice to have

• Knowledge of Spanish, Portuguese, English.
• Project Management certification.

Culture & Benefits

• Remote First, Remote Always company culture.
• PTO in accordance with local labor requirements.
• Monthly Wellness Fridays, providing an extra long weekend every month.
• Full Paid Parental Leave and a home office stipend based on country of residency.
• Access to professional development courses in hirify.global University, including manager training.
• Work alongside a diverse global team of 650+ employees across 40+ countries.