UK Team Lead - Customer Onboarding (SaaS, Wholesale Food Tech!)

Pay: £68,000 – £73,000 base salary + pension + ESOP + 10% bonus

OTE: £74,800 – £80,300

Reports to: Chief Customer Officer

Location: London (UK)

Work Type: Hybrid; 4 days p/w in office, 1 day WFH flex

Employment Type: Full Time

About Fresho

Fresho is a fast growing tech scale-up on a mission to transform the food industry for the benefit of people and the planet.

Our order management software is revolutionising the way the entire industry operates – from day to day operations, to mental health and wellbeing, to food waste reduction – the impact of Fresho touches every aspect of the sector in a hugely positive way making it more efficient, enjoyable, profitable and sustainable.

We work closely with wholesale fresh food suppliers and 45,000 restaurants, cafes, hotels and other foodservice venues.

Fundamental to our culture is the belief that our people are everything. We are purposefully building our culture alongside our business to make Fresho a fun, positive and inclusive place to work for our dynamic team of Freshonauts.

Fresho has raised over $45m to date and processes almost $400m monthly through the platform with 750,000 orders monthly. We are headquartered in Melbourne, Australia with offices in London, United Kingdom and Auckland, New Zealand, and customers in Australia, United Kingdom, United States, Ireland and New Zealand.

About the Role

As the Onboarding Team Lead – UK you’ll lead the delivery of Fresho’s customer onboarding across the UK – guiding businesses from signed contract to successful launch and value realisation. 🚀

You’ll manage a team of onboarding specialists and play a hands‑on role in building efficient processes, delivering great customer experiences, and supporting our growing customer base across multiple markets.

We’re looking for someone who’s already led high‑performing teams in a SaaS onboarding or implementation environment – someone who’s confident in scaling delivery, aligning teams to key results, and driving both customer outcomes and internal efficiency.

This is a hybrid leadership role where you’ll not only manage and scale a high‑performing team – you’ll also be directly involved in customer launches, training sessions, and on‑site support. If you enjoy getting in the weeds, building strong customer relationships, and seeing the impact of your work first‑hand (including some travel along the way!), this role offers a rare balance of strategic leadership and rewarding execution. 🙌

If you thrive in a fast‑paced, customer‑centric environment and enjoy problem solving, this role offers the opportunity to make a significant impact in a growing SaaS business.

You’ll be tech‑savvy and comfortable working in a high‑growth, scale‑up environment – you’re ok with navigating some ambiguity and remaining agile.

This role would be ideal for candidates with…

• 5-7 years in SaaS onboarding, implementation, or customer delivery
• 4-5 years of experience directly leading onboarding teams (4+ reports including Senior Team Members and other people managers)
• Demonstrated experience in scaling people, processes, and delivery as a company grows
• Strong stakeholder management experience, particularly between sales teams and onboarding teams
• Experience in roles and industries where customer enablement goes beyond digital onboarding – requiring high‑touch, service‑driven delivery and direct, in‑person engagement during the onboarding journey

👉 While you’ll work with data and problem‑solve regularly, your core focus will be on supplier‑facing onboarding – it’s not a business analyst or back‑office role.

Good to Know

• Salary: The base salary banding for this role is £68,000 – £73,000 + pension + ESOP. Final offer and placement within the band will depend on evaluation of the candidate’s skills, experience, and overall fit for the role.
• On‑Target Earnings (OTE): With a 10% performance‑based incentive, the total OTE for this role ranges from £74,800 – £80,300, depending on base salary placement.
• Location: This role is based at our beautiful London HQ at WeWork Mark Square. Our Hybrid model sees our team with the flexibility to work from home 1 day per week when not needed in‑office or on‑site. This is a role for someone who likes to be in office and with the team as much as possible.
• Travel/On‑Site Work: Regular London, domestic, and wider UK&I travel is required to support suppliers on‑site during their Fresho launch – a chance to see your work in action and build real relationships. Travel cadence and duration varies depending on the project – some months may involve no travel, while others could require being onsite a few weeks in the month. Onsite dates are usually planned in advance with good lead time.
• Hours: This role requires someone with ongoing schedule flexibility. There is regular work outside of core business hours to support internal collaboration with global teams and align with supplier schedules. In the industries we service, hours can include early mornings, late evenings, or on occasion – weekends and overnight support, depending on the project and schedule. You’ll see firsthand how your work transforms businesses and lives, build relationships with passionate suppliers, and truly immerse yourself in the industry. It’s fast‑paced, energising, and deeply rewarding!

What Success Looks Like in This Role

You’ll be successful if you can balance people leadership, process oversight, and cross‑functional execution, while still being hands on yourself in implementations, and staying close enough to the day‑to‑day to influence outcomes in a meaningful way.

• A consistently high‑performing team delivering supplier go‑lives on time and to quality standards
• Clear ownership of onboarding key results: time‑to‑value, feature adoption, and satisfaction
• A culture of accountability, collaboration, and continuous improvement
• Strong forecast alignment and capacity planning with GTM partners
• Reliable handovers from Sales → Onboarding → CX
• Structured product feedback loops and ongoing process improvements
• A trusted voice in UK and global onboarding discussions
• Leads by example – rolling up your sleeves to support launches, training sessions, and in‑field problem‑solving. You drive momentum through hands‑on leadership and set the bar for what good launches and onboarders look like! ✨

Responsibilities

Below is a more detailed view of the core tasks and responsibility areas involved in the role.

Team Leadership

• Lead, coach, and grow the UK onboarding team (Manager, Seniors, and Associates) to consistently deliver smooth, on‑time supplier launches.
• Build a high‑performance, customer‑first team culture grounded in accountability, collaboration, and continuous improvement.
• Own headcount planning, hiring, onboarding, and performance management.
• Support development plans and career progression, fostering long‑term capability and engagement.

Strategy, Execution & Process Ownership

• Own and optimise the onboarding process and outcomes for UK, ensuring successful adoption of Fresho’s most valuable (and sticky) features.
• Define and track team KPIs aligned to global onboarding and company goals.
• Implement scalable, data‑driven processes that improve efficiency, quality, and customer experience.
• Shape onboarding strategy through structured feedback loops, process refinement, and experimentation.
• Work closely with global onboarding leaders to align on standards and share innovation.

Cross‑Functional Collaboration & Forecasting

• Accurately forecast team capacity and manage onboarding timelines in alignment with Sales pipeline and GTM planning.
• Contribute to strategic deal planning and launch readiness, particularly for enterprise and high‑impact customers.
• Ensure smooth and consistent handovers between Sales → Onboarding → CX, creating a frictionless customer experience.
• Act as the voice of UK onboarding in global forums and cross‑functional planning.
• Ensure alignment in processes by holding the Sales team accountable.

Customer Success & Continuous Improvement

• Champion onboarding quality – ensuring a consistently excellent experience that sets customers up for long‑term success.
• Be on‑site or directly engaged in supplier go‑lives and training, bringing real‑time support and hands‑on leadership to ensure successful adoption and transformation.
• Act as a strategic point of escalation for key launches or customer risks.
• Ensure delivery of a concierge onboarding experience that guides suppliers through each step – ensuring they feel confident, supported, and valued from day one.
• Balance tech/software onboarding with hands‑on service, building trust through personal relationships and tailored support.
• Develop deep product expertise and coach the team to navigate product issues, edge cases, and workarounds.
• Monitor onboarding performance, feature adoption, and customer feedback to drive continuous improvement.
• Collaborate with Product, Sales, Ops, and CX to provide structured insights that help evolve our platform and processes.

Qualifications, Skills, and Experience

Must‑Have Skills

• 5+ years of hands on experience in SaaS onboarding, implementation, or related functions.
• 4-5 years of experience in a team lead or people managerial role, with 4+ direct or indirect reports including senior team members and other people managers.
• Proven experience juggling roles that have both team leadership and active project delivery or customer‑facing implementation work.
• Experience in onboarding roles and customer types where customer enablement goes beyond the digital onboarding – requiring high‑touch, service‑driven delivery and direct, in‑person engagement during the onboarding journey. Experience supporting tech onboarding for customers in operational, service‑oriented industries like hospitality, logistics, foodservice, or supply chain.
• Confident communicator with strong relationship‑building skills.
• Excellent time management and ability to juggle multiple priorities.
• Tech‑savvy, with experience using tools like Google Workspace, Trello, Slack. You can pick up our product with ease, and the supporting business systems we use.
• A growth mindset with knack for being resourceful and strong problem‑solving skills.
• Comfortable working in a high‑growth, evolving scale‑up/start‑up environment.
• Prior experience working in a global team environment, liaising with functions and stakeholders across Australia and internationally.
• Strong project delivery capability, with a strategic view of process scaling.
• Skilled in cross‑functional collaboration, forecasting, and operations planning.
• Data‑driven mindset and familiarity with tools like Salesforce and onboarding KPIs.
• Excellent communicator with the ability to influence at multiple levels.

It’s a Bonus if You Bring:

• Previous experience working in a fast‑paced, busy hospitality environment.
• Experience onboarding or integrating accounting/operations software.
• Project Management training or certifications.
• Previous experience in hospitality, logistics, supply chain, and/or technology.
• Bachelor\’s degree in Business, Commerce, or a related field.
• Experience in companies with offices in London, UK or New York, US.
• Experience in enterprise‑level onboarding or working with large‑scale clients.

In return we’ll offer

Everything you need to live and work well.

• Employee Share Option Plan so you can share in Fresho’s success.
• Weekly and monthly events provided by WeWork 🥪 🥳.
• Weekly fresh fruit and lunch supplies! 🍞🍫🥑🍓.
• LinkedIn Learning Subscription with weekly work time dedicated to growing new skills.
• Mentoring programme to help you grow and exceed your potential.
• Flexible working with hybrid arrangements.
• Procaffeinating Wednesdays where the coffee’s on us + Caffeinate with free barista coffee in the office everyday ☕️.
• Regular socials (with snacks and drinks of course!).
• Fresho merch so you can look sharp in our branded swag.
• Referral bonuses – invite your friends and get paid for it!
• Employee Assistance Program to support your mental health and wellbeing.
• CEO Book Club where role related e‑books are on us.

Fresho embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.