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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,

📌 Product Onboarding Team Lead (Barcelona)
🏢 Factorial
📍 Barcelona