Onboarding - Team Lead

What do we do:

ShopDeck helps e-commerce merchants set up and manage their D2C storefront “profitably”. Proposition for merchants:

D2C selling made as easy as selling on e-com marketplaces. Why build this?

1. India’s D2C wave has been limited to venture-funded D2C brands today.

2. The art of selling on your own website is not democratised. There are ~500k-1M sellers who can sell D2C but can at best sell on marketplaces

3. Philosophically - we feel brand owners should spend most of their time on the product and not on channel optimization

4. Shopify / Status-quo software solve for work-flow management of storefront but don’t do enough on “helping” merchants sell well!

Our proposition

We have a software + services proposition for the merchant with the goal of optimising for the merchant's profitability.Our product is an all-in-one software stack that gives merchants everything they need to sell D2C, i.e. Storefront, Shipping, Marketing integrations, Communication. Our services layer works on top of this software stack to achieve profitability for merchants.

Here, we combine 4-key roles in classic e-commerce setup, all relevant for any D2C brand as well: 1. Marketing manager (“top of the funnel”)

2. Category manager (“products/merchandising”)

3. Product manager (“website/app metrics”)

4. Ops manager (“shipping metrics”)

Our services layer measures metrics across all these buckets to optimise and take appropriate actions for merchant’s profitability.Over time, the goal is to productize our services layer - which we believe will move the baseline of what merchants expect from a storefront software.

Team and scale:

We’re at ~$10M ARR and had hit profitability earlier in the year. We’ve recently raised series-B from led by Bessemer Venture Partners (who had famously led Series A for Shopify in 2010) with participation from Elevation Capital, General Catalyst (fka Venture Highway) and Chiratae Ventures.

Founders:

1. Rishabh Verma

2. Harmin Shah

Role Overview

As a Team Leader – Onboarding, you will be responsible for managing and guiding the onboarding team

while ensuring a smooth and efficient onboarding experience for sellers. You will oversee day-to-day

operations, track team performance, manage escalations, and work closely with cross-functional teams to

ensure timely and accurate onboarding.

Roles & Responsibilities

● Lead and manage a team responsible for onboarding sellers and ensuring a smooth onboarding

journey.

● Monitor daily team performance, productivity, and onboarding targets, and ensure timely completion of

assigned tasks.

● Guide team members on seller interactions, data collection, documentation, and onboarding

processes.

● Ensure all required seller information, details, and documents are collected accurately as per the

defined checklist.

● Oversee the process of setting up seller storefronts, coordinating reviews, and ensuring stores are

successfully made live.

● Handle seller escalations and resolve operational challenges by coordinating with relevant internal

teams.

● Work closely with cross-functional teams to ensure smooth flow of information and timely resolution of

onboarding issues.

● Conduct regular team check-ins, provide feedback, and support team members in achieving their

targets.

● Identify process gaps and suggest improvements to improve onboarding efficiency and seller

experience.

● Track key onboarding metrics and share regular updates on team performance and operational

challenges.

● Ensure adherence to defined processes, quality standards, and turnaround times.

What We’re Looking For

Experience

● 1–2 years of overall work experience.

● Minimum 1 year of experience in team handling / team management is mandatory.

● Prior experience in Sales, Customer Support, Customer Success, or Key Account Management (KAM)

will be an added advantage.

● Experience in a startup, or fast-paced organization is preferred.

Education

● Any undergraduate degree / graduation background is acceptable.

Skills & Competencies

● Strong verbal and written communication skills in Hindi and English are mandatory.

● Strong people-management and team-handling skills.

● Good stakeholder management and coordination skills.

● Strong problem-solving and escalation-handling abilities.

● Ability to plan, prioritize, delegate, and manage multiple tasks effectively.

● Customer/seller-centric approach with strong interpersonal skills.

● Comfortable working in a target-driven and fast-paced environment.

● Basic analytical and reporting skills with proficiency in MS Excel / Google Sheets preferred.