Sales Onboarding Team Lead (12 month contract)

Location: Bulgaria
Department: Marketing, Sales & Communications
Posted: December 18, 2024

ABOUT THE ROLE 

As an Onboarding Team Lead you will be responsible for building and scaling a phone based sales team focused on converting as many potential members who have expressed an interest in joining Tide and haven’t yet completed their application.

This is a team that already exists in the UK market, and you’ll be supporting the current team leader driving acquisition and revenue within the team. You’re responsible for developing a team culture that demands the highest standards of excellence and continually promotes simplicity.

As an Onboarding Team Lead you will:

• Work towards delivering company OKRs through setting challenging KPI’s for the team to show growth – you’ll be target driven and motivated by driving the sale over the line
• Be responsible for listening to your teams calls and ensuring that they are of the highest quality, coaching on best practices and ways for them to improve. It’s important that we deliver the highest quality service to our potential members and business partners (internal & external)
• Be entrepreneurial, with a data driven mindset, constantly looking for new tests you can execute to further improve your team’s performance. This will involve continual review of, and and desire to improve, business practices and processes
• Organise the operations for your team, establishing processes and building dashboards to monitor their performance
• Handle and swiftly resolve any crises or challenges that may arise, maintaining team morale and focus. You’ll pivot rapidly and embrace and drive change
• Work with internal and external stakeholders, and optimising workflows and process improvements to remove roadblocks for our Onboarding Agents and members:

• • Product – Collaborating with our product team to provide regular member insights on the Onboarding Journey process and identifying and suggesting changes for improvement – tracking and owning these to delivery 

  • KYC – Working collaboratively with KYC to ensure a smooth and rapid member onboarding experience and owning any changes that are required 

  • Marketing:

    • Take a lead role in defining the GTM approach for the launch of new products. Take a consultative approach, ensuring you’re driving sales from all marketing leads channels and sharing useful member insights and recommendations with marketing so that their financial investment is well spent. 

    • Supporting our performance marketing team on new initiatives to drive signup and revenue for Tide 

  • Compliance –  Working closely with the compliance team, responsible for ensuring all your team's calls and interactions are entirely compliant, always putting member experience first. 

WHAT WE ARE LOOKING FOR

We are seeking a dynamic leader with a passion for fostering a high-energy, supportive team culture. Highly data-driven and entrepreneurial, you will confidently drive strategies, optimize workflows, and manage the team like a mini-business. Sales-oriented and target-focused, you’ll effectively communicate your vision across the organization and maintain clear, impactful documentation. With experience in telesales management and stakeholder collaboration, you’ll prioritize customer satisfaction, call quality, and team success.

The ideal candidate will have:

• You have excellent written and spoken English language
• You’ve spent at least three years in a sales/customer experience management/front line experience role 
• You have previous experience in leading a team and managing people
• You’re comfortable working in a fast-moving company where priorities can change and processes may need to be created from scratch
• You’re organised, pragmatic and capable of leading an interdisciplinary team; we’re after someone who’s not afraid to take the initiative and remove any blockers wherever necessary. Our goal is to provide a quality leading industry service and assistance to our members that leaves them delighted
• You’re data driven and process oriented. You’re able to generate robust processes, and detect patterns, recognize opportunities for change and improvement of processes or established work practices
• Effective communicator both internally and externally
• Strong organisational skills, with a demonstrated ability to achieve deadlines and priorities effectively.
• Possess high levels of motivation, drive and strong success orientation
• Familiarity with Kustomer, traditional banking and the fintech industry would be considered a plus

WHAT YOU WILL GET IN RETURN

• 25 days paid annual leave 
• 3 paid days off for volunteering or L&D activities
• Personal L&D budget in the amount of 1000 BGN per year
• Additional health & dental insurance
• Mental wellbeing platform 
• Fully covered Multisports card
• Food vouchers
• Snacks, light food, drinks in the office
• WFH equipment allowance
• Flexible working from home

TIDEAN WAYS OF WORKING

At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams. 

While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community.

#LI-RS12 #LI-Hybrid

#LI-Remote