International Onboarding Officer
Belfast-based – hybrid
As an International Onboarding Officer, you will be the first point of contact for new customers joining the Teamfeepay platform across our key European markets — Spain, Italy, and France.
You will guide organisations through every step of the onboarding journey, ensuring a seamless, positive, and efficient experience from sign-up to full platform adoption. You will act as a trusted partner, combining product expertise with outstanding multilingual communication skills.
Company Purpose
Teamfeepay is a fast-growing payments and financial technology platform dedicated to simplifying fee collection and financial management for sports clubs, associations, and organisations worldwide. As we continue to expand across Europe, we are looking for a talented and culturally aware International Onboarding Officer to help our new customers get up and running quickly and successfully.
TeamFeePay – Employee Benefits
- A collaborative and supportive culture and working environment
- Regular social and charity events
- Competitive salary
- Vitality healthcare
- Standard pension and holidays
- Professional development opportunities.
Main Responsibilities
- Lead end-to-end onboarding for new customers in Spain, Italy, and France, managing the full lifecycle from initial welcome through to platform go-live.
- Conduct onboarding calls, demos, and training sessions in Spanish, Italian, and French, tailoring the approach to the needs and technical proficiency of each customer.
- Develop and maintain localised onboarding materials, including guides, FAQs, video tutorials, and email sequences, adapted for each market.
- Serve as the primary point of contact for new customers during the onboarding period, responding promptly to queries in the relevant language.
- Collaborate cross-functionally with Sales, Product, and Customer Support teams to resolve onboarding blockers and escalate issues where necessary.
- Track and report on onboarding KPIs, including time-to-activation, customer satisfaction scores (CSAT), and onboarding completion rates.
- Identify patterns in customer challenges and feedback product insights to the relevant internal teams to drive continuous improvement.
- Ensure compliance with local regulatory requirements and data protection standards (e.g. GDPR) across all three markets.
- Support the wider Customer Success team with ad hoc international projects and initiatives as the business scales.
Essential Criteria
- Fluency in Spanish, Italian, and French (written and spoken) — essential.
- Fluency in English — essential, as the internal business language.
- Proven experience in a customer onboarding, customer success, or account management role, ideally within a SaaS, fintech, or payments environment.
- Strong understanding of customer lifecycle management and best practices in onboarding.
- Excellent communication and presentation skills, with the ability to explain complex concepts clearly and simply.
- Proficiency with CRM platforms (e.g. HubSpot, Salesforce) and customer success tools.
- Highly organised, with the ability to manage multiple onboarding processes simultaneously across different markets.
- A proactive, empathetic, and customer-first mindset.
This job description is not intended to be exhaustive in every respect, but rather to clearly define the fundamental purpose, responsibilities, and dimensions for the role. Employees are expected to undertake all other reasonable and related tasks allocated by line management.