Professional Services Lead

Hi! We're OneUp Sales

Built by a remote team of 30 based all over the UK, OneUp is a software platform which provides recruitment and sales teams with the clarity they need to understand and drive performance. Already used by over 350 companies worldwide, we’re looking for someone to help us keep our professional services running smoothly as we scale.

We’re looking for a Professional Services Lead who thrives on organisation, clarity, and keeping things running like clockwork. You’ll play a key role in ensuring our onboarding and support functions deliver a consistently high quality experience for every customer.

The Role 

As Professional Services Lead, you’ll take ownership of the day to day performance of Technical Onboarding & Support at OneUp.

Our core onboarding and support processes are already well established. Your role is to run them effectively, maintain high standards, proactively identify opportunities to improve how we deliver as we continue to scale, and support the team to deliver at their best.

You’ll lead a small team across onboarding and support, ensuring timelines are met, customers are well supported, and everything runs smoothly behind the scenes.

This role is perfect for someone who enjoys bringing structure, consistency, and clarity to delivery, while continuously looking for ways to improve how things work as we scale.

This is a hands-on team leadership role, and you’ll be expected to stay close to the detail of onboarding and support delivery.

Your Responsibilities

• Oversee onboarding projects, ensuring timelines, quality, and client communication are consistently delivered
• Manage support performance, including SLAs, response times, and escalations
• Line manage and support a team across onboarding and support
• Set clear priorities and ensure the team is aligned on goals
• Maintain and operate within established onboarding and support processes
• Proactively identify opportunities to improve team efficiency, customer experience, and ways of working
• Explore and introduce practical ways AI and automation can improve team efficiency and customer experience
• Monitor key metrics such as SLA attainment, resolution times, and CSAT
• Share insights and updates with senior stakeholders

✨ What We're Looking For

• Experience working in a Professional Services, onboarding, or implementation role in a SaaS or tech environment, with hands on involvement in client setup or configuration
• Experience leading or mentoring a small team, or experience operating as a high performing individual contributor looking to step up
• Strong organisational skills and ability to manage multiple priorities
• Clear and confident communicator, both with customers and internally
• Comfortable working with operational KPIs such as SLAs, timelines, and CSAT
• Comfortable handling more complex onboarding scenarios, including integrations, data, or bespoke client requirements
• Comfortable using AI tools to improve efficiency, problem solving, organisation, or customer experience
• Confidence to make balanced decisions, communicate openly, and challenge constructively when needed in the best interests of the customer, team, or business
• UK based and comfortable working remotely

Ideally, you’ll also have:

• Hands-on experience configuring systems, integrations, or data as part of client onboarding
• Experience in a scaling company
• Familiarity with tools such as Intercom, Zendesk, or similar
• Exposure to onboarding or implementation processes
• Demonstrated initiative in improving processes, efficiency, or customer experience

You might not tick every box above, and that’s okay. If you tick most of the boxes and feel ready to take the next step in your career, enjoy taking ownership, and are excited by the opportunity to make a visible impact within a growing company, we’d still love to hear from you.