Join the revolution in hospitality tech!
Liven, the largest platform in Asia Pacific, equips venues with powerful tools for seamless ordering, rewarding experiences, and unprecedented growth. Our integrated solution simplifies operations, innovates effortlessly, and supports hospitality growthall in one place. Say goodbye to the challenges of managing multiple applications and hello to streamlined success.
Liven is the world's #1 engagement platform for restaurants, hospitality, venues & events. Over 1.1 million diners use Liven daily to earn rewards, pre-purchase, and unlock exclusive experiences at their favorite restaurants, cafes, and bars. With an App Store Rating of 4.9/5 after 13,000+ reviews, and more than 5,000 venues utilizing Liven, we're revolutionizing how customers engage, pay, and stay loyal in the hospitality industry. Winner of Richard Branson's Extreme Tech Challenge for Blockchain and Digital Payments, Liven is rewriting the playbook for hospitality payments and loyalty.
At Liven, we fiercely believe that - Talent has no boundaries. We hire amazing people from everywhere. If you're curious, driven, and great at what you do, you'll fit right in at Liven. Join us as we are rapidly expanding in Indonesia!
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About The Role
As the Senior Group Onboarding Lead, you will play a critical role in ensuring a seamless onboarding experience for our customers and effectively managing our onboarding team. You will be the primary point of contact during the onboarding phase, guiding customers through the sign-up process for our products across the Group. You will oversee the entire onboarding process, assess incoming tickets, building standard operating procedures (SOPs), and ensure the highest quality of onboarding for Liven Group customers.
What You'll Do
- Leadership & Team Management:
- Lead, mentor, and manage a team of onboarding specialists, fostering their growth and ensuring a collaborative, high-performing environment.
- Conduct regular performance reviews and provide constructive feedback.
- Plan and create training sessions, and conduct training for the team to upskill on product knowledge and soft skills.
- Onboarding Process Management:
- Design, implement, and continuously improve the onboarding process.
- Address and resolve all customer inquiries during the onboarding phase.
- Tailor onboarding programs to meet the specific needs and expectations of different customer segments, ensuring a personalized and effective approach.
- Allocate team resources effectively to optimize onboarding journey, workflow and meet customer expectations.
- Identify and implement improvements in the onboarding process to enhance efficiency and customer satisfaction.
- Coordinate with internal teams (Sales, Customer Success, Technical Support) to address customer needs and ensure a seamless onboarding experience. Provide timely, high-quality technical support and coordinate necessary resources.
- Track and analyze key metrics to measure the success of the onboarding process and achieve team and individual goals.
- Stakeholder Collaboration:
- Coordinate with internal teams (Sales, Customer Success, Technical Support) to address customer needs and ensure a seamless onboarding experience. Provide timely, high-quality technical support and coordinate necessary resources.
- Work closely with the higher up management to plan, track, and monitor team OKRs, monthly team reporting, and annual performance reviews to achieve company direction.
Qualifications
- 4-5 years of experience, including at least 3 years in onboarding, customer success, or a related field.
- Proven experience in leading teams with at least 1 year of team management required
- Strategic mindset with the ability to align processes and deliver exceptional client service.
- Strong leadership and team-building skills, with a growth mindset.
- Data-oriented with excellent time management skills.
- Exceptional problem-solving skills and a proactive approach to identifying and addressing challenges
- Familiarity with CRM systems, project management tools, and customer support tools (tech-savvy).
- Experience with OKR creation and tracking.
- Ability to adapt to changing priorities and thrive in a fast-paced work environment with a positive attitude.
- Proficiency in English at a C1 level.
