Sales Onboarding Team Lead

Summary

Join Tide's Onboarding Team as a Team Lead and build a high-performing phone-based sales team focused on converting potential members. You will be responsible for setting KPIs, coaching the team, driving sales, and optimizing workflows. This role requires a data-driven approach, strong leadership skills, and experience in telesales management. You will collaborate with various stakeholders, including product, KYC, marketing, and compliance teams. Tide offers a flexible work environment and a comprehensive benefits package.

Requirements

• 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
• You’re data driven and process oriented
• 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

Responsibilities

• Work towards delivering company OKRs through setting challenging KPIs for the team to show growth
• 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
• Be entrepreneurial, with a data driven mindset, constantly looking for new tests you can execute to further improve your team’s performance
• 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
• Work with internal and external stakeholders, and optimising workflows and process improvements to remove roadblocks for our Onboarding Agents and members
• 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
• Working collaboratively with KYC to ensure a smooth and rapid member onboarding experience and owning any changes that are required
• 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
• Working closely with the compliance team, responsible for ensuring all your team's calls and interactions are entirely compliant, always putting member experience first

Preferred Qualifications

Familiarity with Kustomer, traditional banking and the fintech industry would be considered a plus

Benefits

• 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