Manager Customer Onboarding

 Discover our galaxy

Join the Future of Work Malt is Europe's leading freelance marketplace, connecting over 900,000 talented freelancers with 90,000+ companies. Founded in 2013, we're transforming how work gets done through our tech-powered, human-centered platform. What makes us different:

- A diverse team of 600 Malters across 6 European countries

- A culture that champions equality (50% of our Comex are women) and inclusive growth

- Backed by top investors including ISAI, Serena Capital, Eurazeo Growth, Goldman Sachs, and BPI

- A mission to give everyone the freedom to work differently

Ready to help shape the future of work? Your next chapter starts here

At Malt we believe that Ambition is the Way, so all lists of missions and responsibilities are non-exhaustive.

Explore your future career

As part of the Operations Division, you will lead the Customer Onboarding team.

Your mission is to manage the team, positioning it as a trusted partner to Sales, and ensuring the delivery of a high-bar user experience while scaling activities.

• Manage and develop the team: Directly hire, coach, and develop a team of Client Activation and Freelancer Onboarding Specialists, fostering a cohesive "One Team" spirit.
• Monitor performance: Track team progress towards goals and report on relevant KPIs to ensure high operational standards.
• Drive Change Management: Embrace and implement change within the team, including building new processes, tools, and ways of working.
• Identify improvements: Detect pain points and bottlenecks in internal processes and the external user experience via data analysis and feedback loops.
• Champion scalability: Drive scalability initiatives, notably via automation (n8n) and Product improvement, in collaboration with Business Ops and Tech teams.
• Collaborate with stakeholders: Establish trusted relationships with internal stakeholders (Sales, Finance, Product) to influence roadmaps and achieve team goals.

• Management Experience: You have proven experience managing teams in Customer Success, Onboarding, or Operations, with a focus on coaching and development.
• Operational Excellence: You are skilled in Process Optimization, Change Management, and have strong Business Acumen.
• Technical Proficiency: You have mastered Advanced GSheet and Notion. You are comfortable with Looker (analytics) and have an appetite for automation tools like n8n and AI.
• Communication: You possess excellent communication strategy skills and conflict resolution techniques.
• Languages: You speak English at a native level.

• First call with our Talent Acquisition Manager Claudia to better understand your background and aspirations minutes).
• Interview with your future manager to delve into your experience and the specifics of the role minutes).
• Home assignment to complete, which will be evaluated to assess your management logic and analytical skills.
• Final interview with a C-level executive to discuss Malt's long-term vision.

Malt is the perfect space to thrive personally and professionally

- Onboarding: Before easing into your new role, you'll spend your first week learning about our culture, products, and services with other new joiners at our office in Paris

- Equity: Every Malter is entitled to stock options 

- Lunch vouchers (legal benefit): €9/day on your Swile card

- Transportation (legal benefit): 50% reimbursement (any type of transport)

- Healthcare insurance (legal benefit) 

- RTT: From 8 to 12 days off per year

- Sports: Company participation to a Gymlib (Wellpass) membership

- Malt sabbatical: Every three years, all Malters are entitled to a one month fully paid sabbatical leave

- Free books: If you're interested in learning more about any topic relevant to Malt's business, just tell us the books you'd like to read, and we'll order them for you—without any questions asked or approval processes to follow

- Remote work: Hybrid policy balancing on-site and home office

- Team building events organized every year

Ready? Get your ticket to Malt  

At Malt, we are committed to fostering an inclusive and diverse workplace. We recruit based on skills, experience, and potential, without any form of discrimination related to age, gender, sexual orientation, ethnicity, religion, or disability. Our mission is to create a work environment where everyone feels valued, respected, and safe to thrive.

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