Merchant Onboarding Team Lead (Logistics)

TL;DR

Merchant Onboarding Team Lead (Logistics): Managing and developing the onboarding team to ensure restaurant and retail partners are successfully integrated into the platform with an accent on scalable growth and process optimization. Focus on leading ICs, optimizing onboarding workflows, and maintaining high partner satisfaction through data-driven performance monitoring.

Location: Hybrid/work from home options (depending on location). Must be fluent in the local language.

Company

A global technology company specializing in delivery services for restaurants and retail across 500+ cities in 30 countries.

What you will do

• Lead, train, and develop the onboarding team to provide a best-in-class merchant experience.
• Define goals and monitor performance to ensure efficiency, accuracy, and partner satisfaction.
• Collaborate with cross-functional teams to streamline processes and merchant handovers.
• Oversee onboarding workflows, ensuring data quality and resolving bottlenecks.
• Drive continuous improvement by analyzing performance data and implementing best practices.
• Foster a high-performance team culture through coaching, feedback, and regular one-on-ones.

Requirements

• 2-3 years of experience in onboarding, customer operations, or implementation in high-volume, fast-paced environments.
• 1+ year of experience leading individual contributors (ICs), including coaching and performance feedback.
• Proven track record of hitting team SLAs/KPIs for new-partner launches, with experience in capacity planning.
• Proficiency with CRM/workflow systems (e.g., Salesforce), spreadsheets, and BI tools (e.g., Looker, Power BI).
• Fluency in the local language and English is required.

Culture & Benefits

• Hybrid and work-from-home flexibility depending on location.
• Medical subscription (Regina Maria) and meal tickets.
• Monthly budget for sports activities.
• Employee Assistance Programme for therapy and wellbeing.
• Employee discounts on all hirify.global orders.