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Name of the role: Team Lead – Customer Onboarding and Platform Support
Purpose of the role: The Team Lead will manage and guide a team responsible for customer onboarding and platform support for Cisco IQ. The role will ensure customers are supported through setup, telemetry enablement, platform activation, adoption tracking, and issue resolution while minimizing onboarding challenges and improving customer experience. This is aligned with the analyst role purpose of acting as a bridge between Cisco and customers during the early customer lifecycle
Designation: Team Lead
Main Language: English
Work Location: US, Guatemala, Philippines
Availability of working in the following time zones:
• Philippines candidates: 9:00 AM PHST
Scope of Work:
• Lead day-to-day onboarding and platform support activities for Cisco IQ customers.
• Guide the team in supporting customers through setup, telemetry enablement, and platform activation.
• Monitor customer interactions across phone, email, and webinars to ensure timely guidance and query resolution.
• Track onboarding progress, adoption metrics, customer engagement records, and support activities.
• Review reports and dashboards to identify blockers, trends, and improvement opportunities.
• Coordinate with cross-functional teams to address customer issues and improve onboarding outcomes.
• Support team members in handling escalations, follow-ups, and customer communication.
• Ensure adherence to user lifecycle processes such as onboarding, access modification, and offboarding.
• Drive team productivity, process compliance, quality of customer interactions, and timely closure of assigned activities.
• Capture customer feedback and share actionable insights with internal stakeholders to improve customer outcomes.
Should Have:
• Working Experience
o US candidates: 3-5 Years
o Guatemala candidates: 3-5 Years
o Philippines candidates: 3-5 Years
• Experience in customer onboarding, customer support, platform operations, service desk, or account management.
• Strong understanding of customer onboarding and user lifecycle management processes, including onboarding, access modification, and offboarding.
• Hands-on experience with user provisioning, identity and access management, or account administration tools.
• Strong verbal and written communication skills with the ability to engage customers and stakeholders effectively.
• Experience in reporting, tracking, and data analysis using Microsoft Office tools, especially Excel, PowerPoint, and reporting dashboards.
• Strong problem-solving and analytical abilities to identify onboarding issues and support timely resolution.
• Customer-facing experience with a customer-centric approach.
• Ability to coordinate with cross-functional teams and manage multiple priorities in a fast-paced environment.
• Basic understanding of technology and networking concepts, with the ability to understand platform workflows and customer requirements.
Good to have:
• Familiarity with Cisco Meraki, Webex, Intersight, SD-WAN, or similar enterprise technology platforms.
• Prior experience leading small teams, managing operational queues, or supporting escalations.
• Exposure to CRM tools, customer management platforms, and adoption tracking processes.
Behavioral competencies:
• Ownership mindset with strong accountability for tracking, reporting, and follow-ups.
• Proactive approach to issue identification, escalation, and resolution.
• Collaborative working style with the ability to coordinate across teams and stakeholders.
• Strong organizational skills and ability to manage competing priorities.
• Customer-first mindset with focus on adoption, engagement, and service quality.
