Customer Onboarding Team Lead

At Amenitiz, we're on a mission to simplify hospitality management - empowering over 15,000 independent hoteliers to run smarter, not harder.

We're more than just another SaaS scale-up. We're revolutionizing one of the world's oldest industries. Backed by over $80M from top-tier VCs who support disruptive giants like Alibaba, Toast, Zendesk, Delivery Hero, Revolut, and Loom, we've been recognized as a TravelTech Titan and one of Wired's hottest start-ups.

From our Barcelona HQ, we turn bold ideas into real impact, ownership into innovation, and collaboration into results that matter - every single day.

About the Role

The Customer Onboarding Team Lead is responsible for managing and developing a multilingual onboarding team, ensuring a smooth and consistent experience for new clients across markets. This role sits at the intersection of people management, process excellence, and data-driven decision-making - and plays a pivotal part in driving client retention, product adoption, and long-term satisfaction.

You'll work closely with the Head of Onboarding and collaborate cross-functionally with Product, Sales, Customer Success, and Customer Care to continuously improve how we bring clients on board.

Key Responsibilities

• Leads, coaches, and develops a multilingual onboarding team, fostering a high-performance culture built on feedback, accountability, and continuous growth.

• Manages day-to-day team operations, including workload distribution, performance monitoring, and escalation handling, ensuring a seamless onboarding experience for every client.

• Uses data and tooling - including Excel and CRM/onboarding platforms — to track KPIs, identify trends, and drive process improvements with a structured, scalable approach.

• Collaborates with the Head of Onboarding to align team goals with company objectives, implementing best practices that reduce churn and maximize product adoption.

• Works cross-functionally with Product, Sales, Customer Success, and Customer Care to resolve blockers, share insights, and improve the end-to-end client journey.

• Adapts communication and management style to support a diverse, multilingual team, ensuring clarity, inclusion, and consistency across different languages and cultural contexts.

Scope & Impact

• Operates within the function but has a wider impact on multiple departments and company-wide objectives.

• Leads a team, mentors junior colleagues, and ensures that expertise is distributed across the organization.

• Plays a key role in driving global improvements by aligning onboarding processes with business goals.

• Acts as a resource for knowledge-sharing and problem-solving, leveraging in-depth expertise to improve department performance.

About you

• 3+ years in customer-facing roles (onboarding, customer success, or similar), with at least 1 year in a team lead or people management position.

• Proven experience managing or working within multilingual or multicultural teams is a strong plus.

• Strong coaching and mentoring skills - you know how to develop people, give meaningful feedback, and build team culture.

• Comfortable working with data - you can build and maintain Excel reports, analyze performance metrics, and turn insights into action.

• Proficient with CRM tools and onboarding or ticketing platforms (e.g. Salesforce, HubSpot, Intercom, or similar).

• Strong organizational skills - able to manage priorities, handle multiple workstreams, and drive execution in a fast-paced environment.

• Fluent English; additional European languages are a plus.

Our Benefits

• Competitive salary - We recognize your hard work and celebrate your success with exciting, performance-based incentives.

• Comprehensive health & wellness coverage - Your physical and mental well-being matter, and we’ve got you covered.

• Stock options - Be a part of our success with real ownership in Amenitiz.

• Get paid whenever you want - No need to wait until the end of the month - access your salary anytime.

• Flexible benefits - Save on meals, childcare, transportation, and training with our tailored remuneration options.

• Grow with us - Join a dynamic, fast-growing, and international team (35+ nationalities) with limitless career opportunities.

• Fuel your curiosity - We'll buy you any book you want, plus we’ve built an inspiring library to keep your learning on track

Apply now to join our team and be a part of our exciting journey at Amenitiz!