Onboarding Manager / Head of Onboarding (Customer Support)

WOW24-7 is looking for an experienced Onboarding Manager (Head of Onboarding) to own and lead the entire onboarding lifecycle for new client projects.
This role is responsible for ensuring smooth project launches from contract signing to go-live, aligning Sales → Onboarding → Operations processes, and building structured, scalable onboarding standards.
The Onboarding Manager will manage both the Onboarding Specialist and Trainer, ensuring that documentation, CRM setup, knowledge bases, and training processes are consistent, high-quality, and aligned with operational expectations.
This is a strategic and operational leadership role focused on governance, stakeholder alignment, readiness control, and continuous improvement.

Requirements:

✔️3-5+ years of experience in customer support operations, onboarding, implementation, or BPO environment
✔️Proven experience managing onboarding projects end-to-end
✔️Experience managing or mentoring team members
✔️Strong organizational and coordination skills
✔️Experience creating documentation, knowledge bases, and structured processes
✔️Experience working with CRMs / helpdesks (Zendesk, Gorgias, Intercom, HubSpot, etc.)
✔️Strong stakeholder management skills (internal & client-facing)
✔️Confident written and spoken English (C1+)
✔️Ability to manage multiple projects simultaneously
✔️Strong analytical and structured thinking
✔️Proactive mindset and ownership mentality

Responsibilities:

➖Own and manage the full onboarding lifecycle (contract signing → go-live → handover)
➖Act as the main onboarding owner and escalation point during the onboarding phase
➖Align onboarding activities with Sales, Operations, QA, HR, IT, Trainer, and Clients
➖Oversee CRM/helpdesk setup (channels, workflows, permissions, integrations)
➖Ensure structured and high-quality knowledge bases are created and maintained
➖Define onboarding timelines and approve go-live readiness
➖Monitor onboarding risks, blockers, and capacity planning
➖Design and maintain onboarding standards, templates, and playbooks
➖Lead post-launch reviews and implement process improvements
➖Manage and coach the Onboarding Specialist and Trainer
➖Ensure structured handover to the Operations team

Would be a plus:

✔️Previous experience in BPO / customer support outsourcing
✔️Experience with LMS platforms (AcademyOcean or similar)
✔️Understanding of KPIs, SLAs, QA metrics, AHT, FRT
✔️Experience with Six Sigma / Lean / DMAIC approach
✔️Basic technical knowledge (APIs, SaaS integrations)
✔️Experience working with international clients

Work conditions:

🕙 Standard EU business hours with flexibility depending on project launches: Monday to Friday, 10:00–18:00;
🌱 3-month probation period with full support from the team to help you quickly dive into the processes;
🏖 18 paid vacation days per year to rest and recharge;
🤒 15 paid sick leave days to cover unforeseen situations;
🤝 An open and friendly team where ideas and initiative are truly valued.