Manager, Onboarding Support Team

Manager, Onboarding Support Team

Karbon is the global leader in practice management software for growth-minded accounting firms. We provide an award-winning, highly collaborative cloud platform that streamlines work and communication, enabling the average accounting firm using Karbon to save 18.5 hours per week, per employee.

We have customers in 34 countries and have grown into a globally distributed team, with our people based throughout the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, have a fantastic team culture built on our values, are growing rapidly, and making a global impact.

As a Manager, Onboarding Support You Will...

• Oversee day-to-day activities of the Onboarding Support team, ensuring high-quality service and adherence to SLAs.
• Manage and prioritize multiple back end implementation work, data work and special projects, simultaneously.
• Lead, mentor, and develop team members, fostering a collaborative and performance-focused culture.
• Use advanced Excel and data analytics to track onboarding support team metrics, generate insights, and drive process improvements.
• Collaborate with cross-functional teams including Sales, Support, Customer Success, Engineering and Product to continuously refine the onboarding support team processes.
• Contribute to strategic planning for onboarding support initiatives and scalability.

About You

Candidates with following experience are encouraged to apply:

• Experience: 3+ years in a managerial role with strong project and team management background.
• Technical Skills: Advanced to expert-level Excel skills and comfort working with large datasets.
• Customer-Centric Track Record: Proven ability to lead and strategically optimize onboarding processes to ensure a seamless, high-impact client experience.
• Communication & Presentation: Skilled at presenting data-driven insights and engaging stakeholders.
• Problem-Solving Ability: Analytical thinker with a proactive approach to identifying and resolving issues.
• Written & Verbal Communication: Clear, professional communicator across all formats and audiences.
• Collaboration: Effective team leader and cross-functional collaborator.
• Tools Familiarity: Proficient in Excel, CRM platforms (Salesforce, Vitally etc.), and project management tools.
• Educational Background: Bachelor's degree in Business, Operations, or a related field preferred.

Why Work At Karbon?

• Industry-leading benefits package including medical, dental, and vision insurance for you and up to three eligible dependents.
• Work-from-home allowance
• Rice subsidy
• Meal allowance per working day
• Laundry allowance
• 15 paid time off days per year (which includes 5 Karbon Days per year)
• 7 Sick leave days per year
• Internet and work-from-home subsidy
• Discretionary bonus program
• Work with (and learn from) a very experienced team
• Be part of a startup team that will continue to grow around you
• Flexible approach to work environment (we believe in trust and autonomy)
• A culture of open communication, consistent feedback, and full transparency into company results, metrics, and financial position

Karbon embraces diversity and inclusion, aligning with our values as a business. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single criteria. If you've made it this far in the job description but your past experience doesn't perfectly align, we do encourage you to still apply. You could still be the right person for the role!

We recruit and reward people based on capability and performance. We don't discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions that may hinder inclusion in the organization.

Generally, if you are a good person, we want to talk to you.

If there are any adjustments or accommodations that we can make to assist you during the recruitment process, and your journey at Karbon, contact us at people.support@karbonhq.com for a confidential discussion.