About this role.
TripleTen is seeking a Customer Onboarding Team Lead to own the onboarding experience and early student success for the US market. The role focuses on improving student activation, engagement, and reducing refund requests by leading a team of 35 Learning Coaches. The ideal candidate will optimize onboarding processes, analyze funnel performance, and collaborate cross-functionally with Product, Sales, and Retention teams. Success is measured by improved activation rates, reduced churn, and scalable onboarding operations. This fully remote position offers a supportive, mission-driven culture with fast feedback loops and full ownership.
Role DNA
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Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Customer Onboarding Team Lead position at TripleTen. With over 5 years of experience in onboarding, customer success, and team leadership, I have a proven track record of improving activation rates and reducing churn. I have successfully led teams of 30+ people, implemented data-driven onboarding strategies, and collaborated cross-functionally to drive business outcomes.
At my previous role, I optimized the onboarding funnel, resulting in a 20% increase in activation and a 15% reduction in refund requests. I am passionate about using data to identify friction points and create scalable processes that enhance student success. I am particularly drawn to TripleTen's mission of helping diverse backgrounds build tech careers.
I am confident that my leadership, analytical skills, and operational expertise would make me a valuable addition to your team. I look forward to the opportunity to contribute to TripleTen's growth and student success.
Sincerely, [Your Name]
Sample interview questions
In my previous role, I noticed a drop in activation rates during the first week. I analyzed the onboarding funnel and found that students were overwhelmed by the amount of information. I streamlined the onboarding process by breaking it into smaller steps and adding personalized check-ins. This led to a 15% increase in activation rates and a 10% reduction in early churn.
I set clear KPIs and regular check-ins, provide coaching and development opportunities, and foster a culture of transparency and feedback. I also use data to track individual and team performance, and I hold weekly one-on-ones to address challenges and celebrate wins.
I worked with Product to identify friction points in the onboarding flow, with Sales to align on messaging, and with Retention to implement proactive re-engagement for at-risk students. This collaboration resulted in a 20% improvement in time-to-activation and a 12% increase in early retention.
I track metrics like drop-off rates at each step, time-to-activation, and refund requests. For example, I noticed a high drop-off after the first lesson. By analyzing user behavior, I found that students were confused about the platform. I created a quick tutorial video, which reduced drop-off by 25%.
I implemented automated workflows for routine tasks, standardized training for coaches, and used tools like Planhat for tracking. I also built a feedback loop to continuously improve processes. This allowed us to handle a 50% increase in new students without sacrificing quality.
Description
🤓At TripleTen, we are dedicated to helping people from diverse backgrounds build sustainable careers in tech through digital re-skilling programs. Our program graduates have secured jobs at companies like Tesla, Spotify, PlayStation, Google, and Microsoft. Over 25,000 students have already chosen TripleTen to transform their careers.
We are looking for an experienced and results-driven Customer Onboarding Team Lead to own the onboarding experience and early student success for the US market.
This role is responsible for driving key business outcomes during the critical first stages of the student journey, with a primary focus on student activation, engagement, and reducing refund requests. You will lead a team of Learning Coaches, optimize onboarding processes, and partner cross-functionally to ensure students successfully transition from enrollment to active learning.
Success in this role will be measured by your ability to improve activation rates, reduce refund requests, increase early retention, and build a scalable onboarding function that delivers measurable business impact.
What you will do
- Own and improve onboarding KPIs (student activation, engagement, retention, refund reduction, and time-to-activation).
- Lead and manage 3 onboarding teams (35 people total), ensuring strong performance, accountability, and alignment with business goals.
- Analyze onboarding funnel performance, identify friction points, and implement data-driven initiatives to improve student outcomes and reduce churn.
- Manage hiring, onboarding, performance reviews, and team development while building a high-performance, student-focused culture.
- Design and optimize onboarding journeys, engagement strategies, and proactive re-engagement programs for at-risk students.
- Improve operational processes, reporting frameworks, workload management, and effective use of tools like Planhat and Notion.
- Partner cross-functionally with Product, Sales, Retention, Finance, and Student Success teams to improve activation, retention, and scalable onboarding operations.
Requirements
- 5+ years of experience in onboarding, customer success, retention or operations, including leadership experience managing large teams.
- Proven track record of improving KPIs such as activation, engagement, retention, churn reduction, and customer satisfaction.
- Strong people management skills with experience leading, coaching, and scaling high-performing teams (30+ people preferred).
- Data-driven mindset with the ability to analyze funnels, identify trends, and make operational decisions based on performance metrics.
- Experience building and optimizing onboarding processes, workflows, reporting systems, and scalable operational frameworks.
- Strong cross-functional collaboration skills with experience working closely with Product, Sales, Retention, Finance, and other stakeholders.
- Excellent communication, problem-solving, and stakeholder management skills, with the ability to manage escalations and drive continuous improvement initiatives.
What we can offer you
- Transparent KPIs, fast feedback loops, and full ownership of your domain.
- A supportive, mission-driven company helping thousands of people transform their careers.
- A culture built on speed, accountability, and impact — no bureaucracy, just results.
- Remote collaboration: Fully remote and full-time collaboration with professional freedom and minimal micromanagement.
- Dynamic Team: Join a diverse, global team with experience across tech, ed-tech, and various industries.
- Modern Workspace: We use digital tools like Miro, Notion, and Google Workspace for seamless collaboration.
- Impact: Your efforts directly influence the success rates of students finding jobs post-graduation.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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