Hello! 👋🏼

At Factorial, we're looking for an Onboarding Specialist Team Lead for Small Accounts to help us take the company to the next level. We want to develop the extremely talented people in our team, scale the company culture, and drive the future of high-velocity customer onboarding through Onboarding by ONE (our AI agent), automation, and asynchronous workflows. (Kindly note this is not an internal HR Onboarding function, it is part of our Customer Experience process).

Ready to be part of the challenge? 🚀

About the team 👥

Our Customer Experience team is the voice that guides our users every step of the way, making sure they always get the most out of Factorial. If you’re passionate about people and love turning a challenge into a great experience, you’ll fit right in.

What you'll do 📝

• Team Leadership & Performance: Manage an international team of Onboarding Specialists (from 6 to 8 people) to ensure high performance, top-tier onboarding quality, and achievement of target KPIs across high-volume portfolios (~50–60 accounts per specialist).

• Onboarding by ONE & Scaled Architecture: Implement and optimize new strategies using our AI agent (Onboarding by ONE), product-led automations, and asynchronous communication to reduce onboarding duration and increase long-term customer retention.

• Quality, Capacity & High-Volume Portfolio Management: Monitor team performance, backlog status, and portfolio health metrics across accounts handling ~50–60 clients each, ensuring every specialist is fully supported, aligned, and performing at their best.

• Talent Development & Culture: Motivate your team, provide constant feedback, and help create a fun, high-energy environment where people love coming to work while developing their careers.

• Talent Acquisition: Develop and execute an effective recruitment strategy to hire and onboard new Onboarding Specialists quickly and efficiently.

• Cross-Functional Alignment: Pivot strategies based on telemetry data, customer feedback, and internal goals, acting as a strategic bridge between Sales, Customer Success, and Product to eliminate onboarding friction.

What are we looking for? 🎯

• SaaS & Leadership Experience: Preferred experience in a B2B SaaS environment, with Team Lead experience (ideally in Customer Success, Onboarding, or CX) and a track record of driving customer retention and scalable onboarding.

• Operations & Tech-Touch Mindset: Strong understanding of scalable CS/Onboarding models (asynchronous communication, AI-driven workflows, dynamic intake, and automation) designed for high-volume portfolio management (~50–60 accounts per specialist) rather than traditional 1:1 meeting structures.

• Languages: Fluent English (company language) and a proficient level in another core market language such as Spanish, Italian, Portuguese, French, or German.

• Analytical & Problem-Solving: Ability to analyze portfolio dashboards, track team metrics, manage technical ticket escalation (Jira), and pivot strategies in a fast-paced environment.

• Adaptability & Clear Communication: Excellent communication skills to align expectations across departments (Sales, Product, Account Management), explain setup concepts clearly (via text, short videos, or quick calls), and foster innovation within the team.

• Fast Learner, Organized & Proactive: Quick to master software tools, eager to leverage AI and automation in operations, and proactive in keeping high-volume workflows organized.

• Bonus: Experience with CRM tools (HubSpot, Jira), AI-driven platforms, or project management methodologies is a PLUS.

We’re looking for a leader who is not only passionate about customer experience but also dedicated to fostering talent, driving automation, and scaling innovation within the team. If you thrive in a dynamic, high-volume environment and want to make a meaningful impact, we’d love to hear from you!

Perks of being part of Factorial 😎

• High growth, multicultural and friendly environment 🤝

• Healthy life with Wellhub (Gyms, pools, outdoor classes) 🕺🏻

• Save expenses with Cobee💰

• Language classes 👩🏻‍🏫

• Breakfast in the office and organic fruit 🍏

• Food discounts with Nora 🍱

• Pet Friendly 🐕

• Much more that we'll spill during the interview process

About us 🚀

Factorial is the AI for Business that knows companies, connects how work happens across the business, and turns that context into action.

Founded in Barcelona in 2016, we now have +1,700 employees serving more than 16,000 companies across 112 countries.

Factorial started with a simple idea: companies were spending too much time managing processes and not enough time doing the work they were hired to do: their best work.

But as companies grow, work gets more disconnected. More people, more tools, more information, and more time spent connecting the dots. Generic AI can answer questions, but it doesn’t know your company. Every time, you have to give it the context.

Factorial is different. Because it’s inside the company, it already knows how it works, including its people, processes, policies, and data. So you can ask it to do real work, from screening candidates and managing expenses to answering questions and creating reports.

AI isn’t the goal. Giving people back their time is.

When work changes, so do we.

Our values 🫀

• We own it: We take responsibility for every project. We make decisions, not excuses.

• We learn and teach: We're dedicated to learning something new every day and, above all, share it.

• We partner: Every decision is a team decision. We trust each other.

• We grow fast: We act fast. We think that the worst mistake is not learning from them.

  Want to learn more about us? Check our website!

• Permanent
• Full time
• €28,000 - €35,000 Annual
• Barcelona, CT, Spain
• CX/TS/Onboarding Specialists