Head of Customer Onboarding

The role

This is an exciting opportunity to help to take our self-serve customer onboarding team to the next level. You will work inside our highly cross-functional acquire and activate organisation, where we have the skills to create an exceptional team combining great people and processes with data and automations.

What excites you

Creating and executing against your strategy to set up and optimise the performance of the onboarding team
Building relationships and working with cross-functional teams to optimise the onboarding process and team to deliver incremental growth (by improving agent performance and processes and leveraging tools and data to improve efficiency)
Building and managing a high-performing team by prioritising team efforts and creating effective onboarding and training processes
Pro-actively tracking and managing performance to maximise efficiency and efficacy

What excites us

Your ability to create strategic plans, manage and forecast growth and workloads
Your strong interpersonal skills with experience in hiring, managing and training onboarding team members and cross functional experience, working with other business stakeholders
Your experience in improving the performance of a customer success / SDR / onboarding or equivalent team
Your data-driven attitude and skillset – able to set up and track success metrics and performance
Your experience working in a fast-moving and high-growth company and ability to handle and cope with change
We don’t expect you to meet every requirement. If you’re excited by this role, we encourage you to apply.

(some of) The good stuff
Wellbeing – stay healthy with dedicated support and medical cover
Work away scheme – you can apply to work away from your country of residence for up to 90 days in any 12 month period
Adaptive Working – allows you to work flexibly, around your lifestyle
Equity – all permanently employed GCs get equity to help you make a valuable contribution
Parental leave – to suit everyone embarking on life’s great adventure
Learning Budget – lead your own development with an annual learning budget
Time off – generous holiday allowance, + 3 annual volunteer days, + 4 annual business-wide wellness days (‘GC Fridays’)

Life at GoCardless
We’re an organisation defined by our values; We start with why before we begin any project, to ensure it’s aligned with our mission. We act with integrity, always. We care deeply about what we do and we know it’s essential that we be humble whilst we do it. Working this way creates the GC magic- the reason we all love showing up to work.

Diversity & Inclusivity:

We’re building the bank payment network of the future and our ambition is to move money anywhere, for anything, for anyone. If we’re going to achieve this goal, we need to build a team of ‘GeeCee’s’ that is as wonderfully diverse as the world we live in - with a multitude of perspectives, experiences & backgrounds.

We’ve got a long way to go, but here’s how we’re doing as of June 2022;

Female Employees - 46%

Ethnic background - 32%

Identify as LGBTQIA - 10%

Neurodivergent - 9%

We’re rooting for you during your application and GoCardless aims to provide reasonable adjustments to make our recruitment process as remarkable and accessible as we can. Please speak to your Talent Partner if you need extra support.