New Program, Operations Team Leader - Guatemala

Position overview: 

The Operations Team Lead in the Professional Services team is responsible for managing a team of Professional Services Consultants (PSCs) who handle onboarding for SMB customers. This role focuses on team leadership, performance monitoring, and operational execution. The Team Lead will support PSCs in delivering a smooth onboarding experience, ensuring adherence to processes, and achieving key performance indicators.

Key responsibilities: 

Team Leadership and Development:

• Lead and motivate a team of PSCs, providing regular coaching and feedback

• Support onboarding and development of new hires, ensuring they achieve certification and performance expectations

• Conduct regular performance reviews and 1:1 meetings to drive individual and team accountability

• Foster a team culture of quality, professionalism, and customer focus

Operational Execution:

• Ensure compliance with onboarding processes and documentation standards

• Monitor and report on team KPIs including onboarding duration, listing activation, and customer satisfaction

• Manage workload distribution and scheduling to ensure balanced capacity across the team

• Lead daily standups or team syncs to align priorities and timelines

Customer Support During Onboarding:

• Manage a small portfolio of SMB accounts to stay hands-on and lead by example

• Support PSCs in handling complex onboarding questions or customer concerns

• Serve as point of contact for internal coordination when an issue requires team lead involvement

Quality and Best Practices:

• Review and provide feedback on team members’ calls, emails, and onboarding delivery to ensure quality standards

• Help define and update onboarding playbooks, templates, and best practices based on observed needs

• Share recurring customer insights and operational blockers with the Operations team

Mandatory Requirements:

• Minimum of 6 months of proven experience as a Team Leader - Mandatory

• Schedule flexibility - Mandatory

• Availability to work on site - Mandatory 

Core competencies:

• Giving support

• Focusing on customers

• Embracing technology

• Managing self-development

Leadership competences: 

• Providing leadership

• Leading change

• Building effective team

• Managing stakeholders

Functional competencies:

• English B2 - Required

• Oral and written comprehension.

• Appropriate use of language.

• Supporting and developing others

• Customer orientation and service mindset

• Operational ownership and execution

• Clear communication and accountability

• Strong organization and prioritization skills

• Fostering continuous improvement

• Building team capability through coaching and feedback

• Ensuring high-quality customer outcomes through team execution

• Proven track record of meeting and exceeding sales quota, negotiating contract terms and closing deals to drive revenue growth. - Required . 

Qualifications:

• Bachelor’s degree in Business, Management or related field

• 3+ years of experience in onboarding, implementation, or customer-facing delivery in a SaaS company

• Experience in a senior or mentorship role, or as a team lead

• At least 1 year in a technical leadership role within a SaaS environment – desirable

• Proficiency in Google Workspace and Excel