Customer Onboarding & Retention Lead - Remote

Through proprietary software and AI, along with a focus on customer delight, Sleek makes the back-office easy for micro SMEs. We give Entrepreneurs time back to focus on what they love doing - growing their business and being with customers. With a surging number of Entrepreneurs globally, we are innovating in a highly lucrative space. We operate 3 business segments: Corporate Secretary: Automating the company incorporation, secretarial, filing, Nominee Director, mailroom and immigration processes via custom online robots and SleekSign. We are the market leaders in Singapore with ~5% market share of all new business incorporations Accounting & Bookkeeping: Redefining what it means to do Accounting, Bookkeeping, Tax and Payroll thanks to our proprietary SleekBooks ledger, AI tools and exceptional customer service Sleek launched in 2017 and now has around 15,000 customers across our offices in Singapore, Hong Kong, Australia and the UK. We have around 500 staff with an intact startup mindset. We have recently raised Series B financing off the back of >70% compound annual growth in Revenue over the last 5 years. Sleek has been recognised by The Financial Times, The Straits Times, Forbes and LinkedIn as one of the fastest growing companies in Asia. Backed by world-class investors, we are on track to be one of the few cash flow positive, tech-enabled unicorns based out of Asia Pacific We are looking for a well rounded Onboarding Lead to support our growth in Australia that is excited about the below Mission and Outcome. Mission : This role is crucial in developing strong customer relationships and ensuring a smooth onboarding, billing, and account management experience. Outcomes: Be the internal champion for onboarding – THE most important step of our client journey - you'll make sure we start on the right foot, both sides clear on expectations and ready to roll. Optimise the client journey – work with customer success, sales, product and operations team to shape a smooth and comprehensive experience. Be part of building a rocket ship – in a traditionally unsexy industry, but with plenty of exciting opportunities to disrupt and innovate! To do this, you will have a minimum of 3 years experience as Customer Success, Customer Support, or Account Management. Or any role where you had to deal with a portfolio of clients with a technical service/product between you and them and you will most likely be located in the PHILIPPINES.. Experience in a high-growth environment (SaaS, fast-scaling SMEs) is a plus. Strong organisational, interpersonal, and communication skills – you know how to keep things structured while building great client relationships. A problem-solving attitude – you believe that every challenge has a solution and love tackling problems head-on. A pragmatic approach – you know that perfection is the enemy of progress and focus on delivering impact efficiently. Behavioural fit is also important at Sleek, and we will be looking for candidates that have a proven track record of embodying the below attributes in their recent roles: Ownership : This shows reliability and helps build trust within the team. We move fast and need to know that everyone will see things through to completion and proactively help to get things back on track when challenges arise. Accountability is really important to us. Humility : There is so much we don’t know. Humility allows for open-mindedness to feedback and a willingness to learn from others. It paves the way for collaboration and creates a positive work environment. It is a key ingredient of self awareness and emotional intelligence. Structured Thinking: Our business is complex with many layers (many services, many countries, many cultures). Regardless of whether you’re more analytical or creative in nature, being able to show sound judgement is important to us. It ensures solutions are pragmatic and balance the needs of the organisation, team and customers. Data driven: We are a data rich business with ~15,000 small customers. Each decision we make can impact many more people than we realise - so it’s critical that we use sound data to support our strategies and review the success of our initiatives. Can have tough conversations in a positive way: It’s not a matter of if, but when difficult interpersonal situations arise. Disagreement, conflict and disappointment are a given in a fast moving business where people care about their work. People that proactively have tough conversations with kindness build empathy, trust and great working relationships. Problem Solving: You’ll need to be able to think on your feet as this role requires you to identify, diagnose, and resolve production issues quickly, reducing downtime. You will leverage your strong infrastructure and development skills in post-incident reviews to find the underlying cause of failures and prevent future incidents. Attention to detail: You’ll be managing multiple, complex workstreams from numerous stakeholders. It will be important for you to keep track of everything and notice when information is missing or inconsistent. The interview process The successful candidate will participate in the below interview stages. We anticipate the process to last no more than 3 weeks from start to finish. Whether the interviews are held over video call or in person will depend on your location and the role. One-Way Video Interview / TA Interview A ~30 minute chat with the Talent Acquisition . They’ll discuss your last 1-2 roles to understand your experience in more detail. Case study A ~60 minute chat with the Hiring Manager, where they will give you some real-life challenges that this role faces, and will ask for your approach to solving them. Soft-skills assessment A ~60 minute chat with a member of the leadership team, where they will dive into some of your recent work situations to understand how you think and work. Offer + reference interviews We’ll make a non-binding offer verbally or over email, followed by a couple of short phone or video calls with references that you provide to us. +++++ Requirement for background screening Please be aware that Sleek is a regulated entity and as such is required to perform different levels of background checks on staff depending on their role. This may include using external vendors to verify the below: Your education Any criminal history Any political exposure Any bankruptcy or adverse credit history We will ask for your consent before conducting these checks. Depending on your role at Sleek, an adverse result on one of these checks may prohibit you from passing probation. By submitting a job application, you confirm that you have read and agree to our Data Privacy Statement for Candidates, found at sleek.com. Some other great things about working at Sleek… Humility and kindness: Humility is a core attribute we hire for, which means we have a culture of not taking ourselves too seriously and being able to laugh. Kindness is also incredibly important. We are committed to creating and nurturing a diverse and inclusive environment. Financial benefits: We pay competitive market salaries and provide staff with generous paid time off and holiday schedules. Certain staff at Sleek are also eligible for our employee share ownership plan and can share in the upside of our stellar growth trajectory as we work toward listing on a prominent stock exchange in the Asia Pacific region. Personal growth: You’ll get a lot of responsibility and autonomy at Sleek - we move at a fast pace so you’ll be making decisions, making mistakes and learning. There’s also a range of internal and external facing training programmes we run. We’re also at the forefront of utilising AI in our space and are developing a regional centre of AI excellence. It is our intention that if you leave Sleek, you leave as a more well-rounded person and professional. Sleek is also a proudly certified B Corp. Since we started our journey in 2017, we’ve been committed to building Sleek as a force for good. In just over 5 years, we’ve joined a community of industry leaders like Patagonia, Ben & Jerry's, and P&G who are building an inclusive, equitable, and a regenerative economy.