At a Glance
- Tasks: Lead onboarding and support teams, ensuring smooth operations and high-quality customer experiences.
- Company: Join OneUp Sales, a dynamic remote team transforming recruitment and sales performance.
- Benefits: Competitive salary, generous holiday, health insurance, share options, and remote work flexibility.
- Other info: Embrace a supportive culture focused on growth without the toxic hustle mentality.
- Why this job: Make a real impact in a growing company while enhancing customer experiences with innovative solutions.
- Qualifications: Experience in SaaS onboarding or support, strong organisational skills, and team leadership experience.
The predicted salary is between 55000 - 60000 € per year.
Hi! We're OneUp Sales. Built by a remote team of 30 based all over the UK, OneUp is a software platform which provides recruitment and sales teams with the clarity they need to understand and drive performance. Already used by over 350 companies worldwide, we’re looking for someone to help us keep our professional services running smoothly as we scale.
The Role
As Professional Services Lead, you’ll take ownership of the day to day performance of Technical Onboarding & Support at OneUp. Our core onboarding and support processes are already well established. Your role is to run them effectively, maintain high standards, proactively identify opportunities to improve how we deliver as we continue to scale, and support the team to deliver at their best. You’ll lead a small team across onboarding and support, ensuring timelines are met, customers are well supported, and everything runs smoothly behind the scenes. This role is perfect for someone who enjoys bringing structure, consistency, and clarity to delivery, while continuously looking for ways to improve how things work as we scale. This is a hands-on team leadership role, and you’ll be expected to stay close to the detail of onboarding and support delivery.
Your Responsibilities
- Oversee onboarding projects, ensuring timelines, quality, and client communication are consistently delivered
- Manage support performance, including SLAs, response times, and escalations
- Line manage and support a team across onboarding and support
- Set clear priorities and ensure the team is aligned on goals
- Maintain and operate within established onboarding and support processes
- Proactively identify opportunities to improve team efficiency, customer experience, and ways of working
- Explore and introduce practical ways AI and automation can improve team efficiency and customer experience
- Monitor key metrics such as SLA attainment, resolution times, and CSAT
- Share insights and updates with senior stakeholders
What We're Looking For
- Experience working in a Professional Services, onboarding, or implementation role in a SaaS or tech environment, with hands on involvement in client setup or configuration
- Experience leading or mentoring a small team, or experience operating as a high performing individual contributor looking to step up
- Strong organisational skills and ability to manage multiple priorities
- Clear and confident communicator, both with customers and internally
- Comfortable working with operational KPIs such as SLAs, timelines, and CSAT
- Comfortable handling more complex onboarding scenarios, including integrations, data, or bespoke client requirements
- Comfortable using AI tools to improve efficiency, problem solving, organisation, or customer experience
- Confidence to make balanced decisions, communicate openly, and challenge constructively when needed in the best interests of the customer, team, or business
- UK based and comfortable working remotely
Ideally, you’ll also have:
- Hands-on experience configuring systems, integrations, or data as part of client onboarding
- Experience in a scaling company
- Familiarity with tools such as Intercom, Zendesk, or similar
- Exposure to onboarding or implementation processes
- Demonstrated initiative in improving processes, efficiency, or customer experience
You might not tick every box above, and that’s okay. If you tick most of the boxes and feel ready to take the next step in your career, enjoy taking ownership, and are excited by the opportunity to make a visible impact within a growing company, we’d still love to hear from you.
Our Offer
- £55,000 to £60,000 salary (DOE)
- 25 days holiday plus bank holidays plus birthday off plus extra at Christmas
- Vitality private health (including dental) insurance and a monthly wellbeing budget
- Share options in the company
- Fully remote working with regular fully expensed team meet ups
- A high performing team without the toxic "hustle or die" culture
Professional Services Lead employer: OneUp Sales
At OneUp Sales, we pride ourselves on being an exceptional employer that values clarity, organisation, and employee growth. Our fully remote team fosters a supportive work culture where you can thrive in your role as Professional Services Lead, with opportunities to enhance processes and drive customer satisfaction. Enjoy competitive benefits including a generous salary, private health insurance, and share options, all while working in a high-performing environment that prioritises wellbeing over hustle.
StudySmarter Expert Advice🤫
We think this is how you could land Professional Services Lead
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want you to show how you can bring clarity and organisation to their professional services!
✨Tip Number 3
Practice your communication skills. Being clear and confident is key, especially when discussing your experience with onboarding and support processes.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and shows you’re serious about joining our team.
We think you need these skills to ace Professional Services Lead
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Professional Services Lead role. Highlight your experience in onboarding and support, and how you’ve successfully managed teams or projects in the past. We want to see how you can bring clarity and organisation to our team!
Showcase Your Skills:Don’t just list your skills; demonstrate them! Use specific examples from your previous roles that showcase your organisational abilities, communication skills, and any experience with operational KPIs. This will help us see how you can contribute to our success.
Be Authentic:Let your personality shine through in your application. We’re looking for someone who fits well with our culture, so don’t be afraid to show us who you are and what excites you about this role. A genuine approach can really make you stand out!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team at OneUp Sales!
How to prepare for a job interview at OneUp Sales
✨Know the Company Inside Out
Before your interview, take some time to really understand OneUp Sales. Familiarise yourself with their software platform, the services they offer, and their target audience. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Organisational Skills
As a Professional Services Lead, organisation is key. Prepare examples from your past experiences where you successfully managed multiple priorities or led a team. Be ready to discuss how you maintain clarity and structure in your work, as this aligns perfectly with what OneUp is looking for.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, especially around onboarding and support scenarios. Think of specific challenges you've faced in previous roles and how you overcame them. This will demonstrate your hands-on experience and ability to handle complex situations.
✨Emphasise Continuous Improvement
OneUp values proactive improvement, so come prepared with ideas on how you could enhance their onboarding and support processes. Discuss any tools or strategies you've used in the past, particularly around AI and automation, to improve efficiency and customer experience.
