Team Leader, Customer Onboarding

Do work that matters. 

At AlertMedia, everything we do supports our mission: To save lives and minimize loss by identifying active threats globally and facilitating timely communications when an emergency threatens personal safety and business continuity.  

Our core values drive us in our important mission of keeping people safe: 

• We’re humans not robots
• Customers always come first
• We work better together
• Simplicity is our strength
• Our reputation is priceless
• Hard work pays off

AlertMedia is looking for a Team Leader, Customer Onboarding to lead our Customer Onboarding Specialists in Mexico City. This team is focused on onboarding high-volume, lower ARR customers in our Scaled segment - customers who sit globally, with the majority based in the US. 

As an entry-level people manager, you will play a pivotal role in building team culture, upholding AlertMedia’s values, and refining the strategy for Scaled onboarding. You’ll coach, develop, and support your team day to day, while also acting as the first line of support for escalations or coverage during busier periods. This role reports directly to the Senior Manager, Implementation (US-based). 

What you get to do every day: 

• Lead and manage a team of Customer Onboarding Specialists dedicated to our Scaled (SMB/high-volume) customers. 
• Foster and uphold AlertMedia’s values and standards in our Mexico City office, ensuring the team is motivated, engaged, and consistently delivering high-quality customer experiences. 
• Coach, mentor, and develop team members, providing regular feedback and professional growth opportunities. 
• Monitor performance and key metrics to ensure onboarding timelines and customer adoption goals are achieved. 
• Partner with leadership understand, refine and scale the onboarding strategy for our Scaled customer segment. 
• Act as the first line of support for escalations, complex situations, or managing workload spikes (e.g., end-of-quarter). 
• Collaborate closely with cross-functional and cross-regional leaders (Implementation, Customer Success, Product, Support) to ensure alignment and evaluate data to identify meaningful trends for stakeholders. 

What you bring to the role: 

• 3+ years of experience in SaaS customer-facing roles (implementation, onboarding, success, or support), preferably with US-based companies in Mexico. 
• 1+ years of people leadership (team lead, supervisor, or manager), ideally in a high-volume environment. 
• Proven experience supporting global customers, especially US-based customers, with strong cultural awareness and professionalism in customer interactions. 
• Fluent, professional-level English proficiency (verbal and written). 
• Strong ability to coach, motivate, and build high-performing teams. 
• Excellent organizational and prioritization skills - able to manage both people and processes in a fast-paced environment. 
• Comfort handling escalations, with a solutions-oriented and calm approach. 
• Familiarity with CRM/CS tools (Salesforce, Gainsight, HubSpot, or similar). 
• Passion for building culture, improving processes, and driving customer success at scale. 

Why you’ll love working at AlertMedia:  

• Competitive Base Salary
• Annual Company Bonus
• 100% Employer-Paid Medical, Dental, and Vision Coverage
• Parental Leave Program 
• Christmas Bonus (Aguinaldo)
• Generous Vacation and Holiday Policy
• Monthly Work-from-Home Stipend
• All Necessary Equipment Provided: Laptop, monitor and accessories
• Recognition & Rewards: We celebrate wins big and small
• Language Immersion Program with employees spread out across the globe (English, Spanish, etc...depending on your interest)
• Continuous Learning & Growth: From mentorship and tech talks to personalized 1:1 career development sessions, we’re deeply committed to investing in your professional journey
• Award Winning Culture: We’re passionate about the meaningful work we do—and even more grateful for the incredible people we get to do it with!
• Opportunity to step into a foundational leadership role in our Mexico City office.  
• Culture that prioritizes collaboration, growth, and customer impact. 
• Hybrid work model with 2 days/week in our Reforma office. You must be located in a surrounding area that is commutable or willing to relocate. 

About AlertMedia:  

AlertMedia helps organizations protect their people and businesses through all phases of an emergency. Our award-winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizes identify, respond to, and recover from critical events faster and more confidently. AlertMedia supports essential communication for thousands of leading businesses—including JetBlue, Coca-Cola Bottling, and Walmart—in more than 150 countries.

We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.  

This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share how we serve our amazing customers. For more information, please visit www.alertmedia.com  

Come join us in our mission to save lives and minimize loss through effective communication.   

 AlertMedia does not currently sponsor applicants for work visas.  

By applying for the role, you agree that Alert Media will use your Personal Information in connection with the recruitment process and in accordance with our Privacy Policy – https://www.alertmedia.com/legal/privacy-policy/