Job Description: Onboarding Lead

The Role You'll Play

At Playlist, you'll be the critical bridge that transforms complex software platforms into intuitive, powerful tools for our customers. As our Onboarding Lead, you'll turn first-time users into confident, successful platform masters by crafting exceptional learning experiences that empower our franchisor partners.

• 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

Experience You 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

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.

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).

It is the Company's intent to pay all Team Members competitive wages and salaries that are motivational, fair and equitable. The goal of 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 86,475.00 MIN to $115,300.00 MID. The total compensation package for this position may also include a performance bonus, benefits and/or other applicable incentive compensation plans