Customer Onboarding & Retention Lead

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Utilizing proprietary software and AI, with a strong emphasis on customer satisfaction, Sleek simplifies back-office operations for micro SMEs.

• We empower Entrepreneurs to reclaim their time, allowing them to concentrate on their passions—growing their businesses and engaging with customers. With a rapidly growing number of Entrepreneurs worldwide, we are innovating in a highly promising sector.

• Our operations span three business segments:

• - Corporate Secretary: Streamlining company incorporation, secretarial, filing, Nominee Director, mailroom, and immigration services through custom online robots and SleekSign. We are market leaders in Singapore with approximately 5% market share of new business incorporations.

• - Accounting & Bookkeeping: Transforming the landscape of Accounting, Bookkeeping, Tax, and Payroll with our proprietary SleekBooks ledger, AI tools, and exceptional customer service.

• Since our launch in 2017, we have grown to serve around 15,000 customers across our offices in Singapore, Hong Kong, Australia, and the UK, backed by a dedicated team of approximately 500 staff who maintain a strong startup mentality.

• Recently, we secured Series B financing, driven by over 70% compound annual revenue growth over the past five years. Sleek has been recognized by The Financial Times, The Straits Times, Forbes, and LinkedIn as one of Asia's fastest-growing companies.

• Supported by top-tier investors, we are on track to become one of the few cash flow positive, tech-enabled unicorns emerging from the Asia Pacific region.

⛳️ Requirements

• We are in search of a well-rounded Onboarding Lead to bolster our growth in Australia, who is enthusiastic about our Mission and Outcomes.

• Mission: This role plays a vital part in fostering robust customer relationships and ensuring a seamless onboarding, billing, and account management experience.

• Outcomes:

• - Serve as the internal advocate for onboarding—the most crucial step in our client journey—ensuring both sides are aligned on expectations and primed for success.

• - Enhance the client journey by collaborating with customer success, sales, product, and operations teams to craft a smooth and comprehensive experience.

• - Contribute to building a high-growth company in a traditionally unexciting industry, filled with exciting opportunities for disruption and innovation!

• To excel in this role, you should possess a minimum of 3 years of experience in Customer Success, Customer Support, or Account Management, or any position involving a portfolio of clients with a technical service/product. Ideally, you will be located in the PHILIPPINES.

• - Experience in a rapidly growing environment (SaaS, fast-scaling SMEs) is advantageous.

• - Strong organizational, interpersonal, and communication skills—capable of maintaining structure while fostering excellent client relationships.

• - A problem-solving mindset—believing that every challenge has a solution and enjoying tackling issues head-on.

• - A pragmatic approach—understanding that perfection can hinder progress and focusing on delivering impactful results efficiently.

• Cultural fit is also critical at Sleek. We seek candidates who have a proven history of showcasing the following attributes in their recent positions:

• - Ownership: Demonstrating reliability and fostering trust within the team. We operate swiftly and need assurance that everyone will see tasks through to completion and proactively address challenges as they arise. Accountability is paramount.

• - Humility: Acknowledging the limits of our knowledge promotes open-mindedness to feedback and a willingness to learn from others, paving the way for collaboration and a positive work environment. This trait is essential for self-awareness and emotional intelligence.

• - Structured Thinking: Our operations are complex, involving numerous services, countries, and cultures. Regardless of whether you lean towards analytical or creative thinking, the ability to exhibit sound judgment is critical. This ensures that solutions are pragmatic and balance the needs of the organization, team, and clients.

• - Data-driven: With approximately 15,000 small customers, our data-rich environment means every decision can significantly impact many individuals. Thus, it is essential to leverage sound data to inform our strategies and assess the success of our initiatives.

• - Ability to handle tough conversations positively: Difficult interpersonal situations are inevitable. Proactively engaging in challenging conversations with kindness fosters empathy, trust, and strong working relationships.

• - Problem Solving: The ability to think quickly is essential as this role requires identifying, diagnosing, and resolving production issues promptly to minimize downtime. Your robust infrastructure and development skills will be valuable during post-incident reviews to uncover root causes of failures and prevent future issues.

• - Attention to detail: You will manage multiple, complex workstreams involving numerous stakeholders, necessitating vigilance in tracking progress and identifying any missing or inconsistent information.

🏝️ Benefits

• Humility and kindness: We prioritize humility as a core attribute in our hiring process, fostering a culture where we don’t take ourselves too seriously and can share a laugh. Kindness is equally vital, as we strive to create and maintain a diverse and inclusive environment.

• Financial benefits: We offer competitive market salaries alongside generous paid time off and holiday schedules. Certain employees at Sleek are also eligible for our employee share ownership plan, allowing them to benefit from our remarkable growth trajectory as we aim for a listing on a prominent stock exchange in the Asia Pacific region.

• Personal growth: At Sleek, you’ll receive significant responsibility and autonomy. We operate at a fast pace, providing opportunities to make decisions, learn from mistakes, and grow. We also offer various internal and external training programs. As leaders in AI utilization within our industry, we are developing a regional center of AI excellence. Our goal is for you to leave Sleek as a more well-rounded individual and professional.

• Finally, Sleek is proudly certified as a B Corp. Since our inception in 2017, we have been dedicated to building Sleek as a force for good. In just over five years, we’ve joined a community of industry leaders like Patagonia, Ben & Jerry's, and P&G, committed to fostering an inclusive, equitable, and regenerative economy.