Team Lead, Onboarding

Location: Remote 

Employment Type: Permanent, Full-Time

About Bite

Bite is a fast-growing hospitality technology platform helping venues launch and manage their digital ordering and customer experiences. We work closely with hospitality businesses to get them live quickly, confidently, and set up for long-term success.

We have established customers, proven systems, and a growing product — but we still move fast and value people who roll up their sleeves and make things better.

The Role

We're looking for an experienced Team Lead to own onboarding at Bite. This isn't a purely managerial role — you'll be actively doing the work alongside your team while also being the person who sets the standard, unblocks problems, and drives performance.

You'll lead a team of 2–3 Onboarding Specialists (with room to grow), reporting to the Head of Customer Success. You'll be equally comfortable running an onboarding yourself as you are coaching someone through theirs, and you'll bring the organisational discipline and interpersonal nous to work across teams — including pushing and pulling with Sales when needed to get customers over the line.

What You'll Be Doing

• Leading and coaching a team of Onboarding Specialists — setting expectations, reviewing work quality, and developing capability

• Running your own onboardings end-to-end alongside the team — this is a hands-on role, not a remove-yourself-from-the-tools role

• Identifying workflow blockers and process gaps, then actually fixing them — not just flagging them

• Owning Time to Launch (TTL) as the team's north star metric and holding yourself and others accountable to it

• Working cross-functionally with Sales, CS, and Product — including navigating competing priorities and advocating for the customer

• Bringing rigour to documentation, handoffs, and how the team captures and shares knowledge

• Supporting continuous improvement of our onboarding playbooks, templates, and tooling

What We're Looking For

• Prior experience leading or supervising a team — you've done this before and you know what good looks like

• A natural finisher — someone who gets things over the line and expects the same from others

• Strong attention to detail with the ability to spot what's been missed before it becomes a problem

• Confident working across teams, including holding your ground diplomatically with Sales or other internal stakeholders

• Solid communication skills — clear and direct with customers, clear and supportive with your team

• Comfortable with light technical tasks: DNS, basic account configuration, HTML (we'll fill gaps with training)

• Experience in SaaS, ideally in a customer-facing onboarding or implementation role

• Australia-based, working Australian business hours

Why Join Bite

• A real leadership role with genuine scope — you'll shape how onboarding works, not just execute someone else's process

• A team that's growing, with the expectation that this role grows with it

• Remote-first with flexibility and trust

• Tight-knit team where your work has visible impact on customers and the business