At Qualia, we’ve built a new class of real estate technology that simplifies home buying and selling into an easy, understandable, and secure process. Our products bring together users from across the real estate ecosystem—homebuyers and sellers, lenders, title and escrow agents, and real estate agents—onto a single shared platform, providing greater clarity and transparency to real estate transactions. Today, millions of consumers use Qualia to close on homes every year.
WHAT YOU'LL WORK ON
As Qualia embarks on the next phase of growth, we are seeking an Onboarding Team Lead to help fuel Qualia's rapid growth. The Onboarding Team Lead will manage a team of implementation specialists responsible for onboarding SMB and Enterprise customers. The ideal candidate for this role has servant leader qualities, experience coaching teams to peak performance, and a strong background in dealing with a high volume of diverse client needs. You’ll be responsible for holding weekly 1-1s with your team, keeping team projects on track, ensuring strong performance against team KPIS, and assisting with any client escalations or issues.
You will report to and collaborate with the Manager, Onboarding to ensure the team works together cohesively, performs efficiently and effectively, and creates a positive client experience. Additionally, you will support the team’s growth as a coach through feedback sessions, account reviews, and customer interviews. Success will be measured based on the teams’ overall performance in time to value, time to graduation and post onboarding CSAT.
RESPONSIBILITIES
- Manage SMB and Enterprise Onboarding Teams to ensure strong performance in all metrics
- Serve as the primary point of escalation for client related issues or concerns
- Ensure timely execution of all SMB and Enterprise Onboarding projects
- Collaborate with internal stakeholders on the Product, Sales, and CS teams
- Provide coaching and feedback to team members to promote growth and improvement
- Provide visibility and insight on metrics and performance via Salesforce reporting and dashboards to Manager, Onboarding and executive team
- Encouraging team building and bonding in monthly team events
- Run daily stand ups and bi weekly meetings
MEASURES OF SUCCESS
- Team performance on KPIs
- Hiring & development of team
- Stakeholder satisfaction
YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH
- Experience managing teams to high performance
- Collaborative and growth mindset when working with internal teams
- Process oriented and able to assess areas of improvement in current processes
- Excellent communication skills
- Ability to set clear expectations with internal and external stakeholders
- Project management background strongly desired
WHY QUALIA
Qualia is made up of incredibly bright, mission-driven coworkers who are passionate about using technology to solve real world problems—and we’re growing quickly. In order to continue building an engaging and dynamic organization, we’re committed to giving everyone the support they need to do great work.
Our benefits package is designed to allow our team members to be their best selves, both in and out of the workplace. In addition to comprehensive health plans, a 401k program, and commuter benefits, we prioritize family and personal well-being through professional development, parental leave, and a flexible time off policy. The team is temporarily remote during the pandemic, but Qualia offers a robust online onboarding program to train new hires, biweekly all hands meetings, daily meditation sessions, and a variety of internal virtual events to keep employees connected.
We believe diverse perspectives and backgrounds are critical to building great technology, and our goal is to cultivate an environment where people feel equally valued and respected. Qualia is proud to be an equal opportunity workplace, and we welcome applicants from all backgrounds regardless of race, color, ancestry, religion, gender identity or expression, sexual orientation, marital status, age, citizenship, socioeconomic status, disability, or veteran status.