Merchant Incubation & Onboarding Team Leader

What you’ll Do:

• Self-Onboarding Platform Oversight: Ensure a smooth and efficient experience for new customers across various segments.
• After-Sales Program Development: Design onboarding curriculums, training materials, and programs for core products and new initiatives.
• Team Leadership: Lead and mentor the After-Sales Incubation Team, including content developers and onsite training professionals.
• Onsite Training: Provide professional training to accelerate customer adoption and support HQ training teams.
• Issue Escalation Management: Act as the escalation point for complex issues, deploying onsite teams for in-depth troubleshooting.
• Cross-Functional Collaboration: Work with sales, product, customer success, and technical support teams to address onboarding challenges.
• Performance Monitoring: Track metrics like engagement, activation time, retention, and satisfaction to drive continuous improvement.

What you’ll Need:

• 3-5 years in eCommerce, food delivery, HRD, customer service, customer experience, process improvement, operations, or similar roles.
• Proficiency in Excel, Google Sheets, Google Slides and PowerPoint.
• Strong in people management, numerical & analytical skills and attention to detail.
• Solutions-oriented with a problem-solving attitude, passionate about customers, and curious about their behavior.
• Good team player and eager to learn.
• Enjoy working in a fast-paced environment and have a passion to help Thai people live better.