The Role
We're looking for a dynamic, customer-focused Onboarding Team Leader to support our team and ensure our clients get the most out of FlowLogic from day one. In this role, you'll lead and support a team dedicated to guiding new customers through platform configuration, training, and the handover to ongoing support.
You'll oversee customer onboarding projects, collaborating with product, support and account management teams, and driving process improvements that enhance both team performance and customer satisfaction.
About FlowLogic
At FlowLogic, we're not just building software, we're shaping the future of care through innovation. As a fast-growing company in the technology and services space, we're a leading cloud-based solution designed to transform how NDIS providers deliver support across ANZ. Our platform empowers disability organisations to streamline operations, boost productivity, and stay fully compliant, freeing them to focus on delivering life-changing services.
Behind our success is a close-knit, high-performing team with a strong culture of collaboration, curiosity, and continuous growth. You'll work directly with senior leaders, have a clear impact from day one, and enjoy the support you need to grow your career in a business that's scaling fast and going places.
Your Responsibilities
Reporting directly to the Head of Customer Success, you will:
* Manage and support the Onboarding Team to deliver smooth, efficient, and customer-focused onboarding experiences.
* Oversee customer onboarding projects to ensure milestones are met on time and within scope.
* Work closely with the Product, Support, and Account Management teams to address any onboarding challenges and drive solutions.
* Develop, document, and refine processes, tools, and training materials to ensure the onboarding process is scalable and adaptable.
* Provide feedback, coaching, and performance management to your team, promoting growth and development within the team.
* Act as the point of contact for complex customer onboarding issues, ensuring timely and effective resolution.
* Track onboarding performance metrics, including time to value, completion rates, and CSAT. Identify areas for improvement and implement strategies to exceed performance targets.
* Proactively review and refine onboarding processes to ensure we are always evolving and providing the best possible service to our customers.
* Establish and maintain a library of onboarding resources, including guides, FAQs, and troubleshooting documentation, to ensure consistency and efficiency.
Essential Criteria
* Experience in a customer-facing role (e.g. customer service, support, or account coordination).
* Strong communication skills with the ability to lead a team and manage customer expectations.
* Confidence using systems and learning new technology.
* A customer-focused mindset with a passion for delivering high-quality service.
* Strong problem-solving skills with a continuous improvement approach.
* Bonus: based on or near the Sunshine Coast (preferred), but open to remote candidates across Australia.
* Experience with SaaS platforms, particularly in a B2B environment, is highly desirable.
What We Offer
* A supportive, inclusive, and engaged team environment
* The opportunity to do meaningful work at the intersection of care and technology
* A competitive salary package, with potential for growth and development
If you're passionate about helping customers, love working in a collaborative team, and want to make a difference in a growing tech company, we'd love to hear from you. APPLY NOW
We appreciate all candidates who have taken the time to apply but only shortlisted candidates will be contacted.
We value diversity and we believe that our uniqueness makes us stronger. We encourage applicants from diverse and/or minority backgrounds to express their interest. We believe in creating a working environment where individuals are able to bring their full self to work and are valued for their unique contribution.