Onboarding Team Lead

Job Description

Job Description

About the Company:

At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections.

The Role You'll Play

• Orchestrate comprehensive onboarding strategies, designing and delivering dynamic learning experiences through discovery sessions, virtual training, and strategic onsite visits to franchisor corporate offices
• Collaborate with the Kite Training team to develop custom learning paths in our Learning Management System (LMS), tailoring educational content to each unique brand's needs
• Partner closely with Product and Product Operations teams to document customer requirements, ensuring clear communication of new features and seamless platform adoption
• Build and nurture lasting customer relationships by sharing deep product knowledge, proactively addressing challenges, and serving as a trusted strategic advisor
• Serve as the primary escalation point for onboarding specialists and franchisee partners, resolving complex implementation challenges with creativity and expertise
• Capture and synthesize customer insights to continuously refine onboarding processes, driving ongoing product and training improvements
• Stay ahead of industry trends, continuously expanding knowledge of our software ecosystem and emerging best practices in customer education
• Support occasional client visits to guide partners through their onboarding journey

The Experience You'll Bring

• 5+ years of experience in customer service, training, or client-facing roles demonstrating exceptional communication and educational skills
• Proven expertise in designing and delivering training programs, particularly in technology or software environments
• Ability to onboard and effectively manage a small team of Onboarding Specialists
• Advanced proficiency with Learning Management Systems and virtual meeting platforms
• Strong analytical skills to actively listen, ask insightful questions, and solve complex problems with creativity
• Technical comfort with database and internet-based software, including Microsoft Office suite and video conferencing tools
• Exceptional online communication skills across email, chat, and video platforms
• Demonstrated ability to manage multiple priorities while maintaining high-quality customer interactions

It is the Company's intent to pay all Team Members competitive wages and salaries that are motivational, fair and equitable. The goal of the Company's compensation program is to be transparent, attract potential employees, meet the needs of all current employees, and encourage Team Members to stay with our organization. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.

The base salary range for this position in the United States is $86,475 to $105,000. The total compensation package for this position may also include a performance bonus, benefits and/or other applicable incentive compensation plans.

Have we piqued your curiosity?

Sound like the role for you? We'd love to hear from you! Even if you're not 100% sure about potential fit, we still encourage you to apply. We're looking for the right person, not the perfect series of checkboxes.

The Company is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.

By entering your email and phone number and submitting your application, you consent to receive emails, calls and SMS about your application and other roles at The Company, including by auto-dialer. Message and data rates may apply. Opt-out or text STOP to cancel at any time. If you are a California resident or reside outside the United States then by submitting your application you confirm that you have read, understood, agree and - where applicable - grant your prior, free, informed and express consent for the processing of your personal information, including sensitive personal information, as described in our California Applicant Privacy Notice or International Applicant Privacy Notice (as applicable).

Note: This description outlines key responsibilities but isn't intended to cover every task or duty. Additional responsibilities may be assigned as needed to support the team and business goals.