How Sendle Made Onboarding Equitable Across The Globe

At Sendle, a 100% carbon-neutral shipping company, culture isn’t just a set of values — it’s an operating principle. For Rachel Moore, VP of People, building a culture where people can do the best work of their careers means designing systems that scale with consistency, equity, and intention.

Operating across four countries with multiple payroll systems, Sendle needed a way to unify its people processes and data — without sacrificing the personal, high-touch experience that made its culture strong in the first place.

“We’re a remote-first, global company,” Rachel said. “But every Sendler deserves to start on the same foot, no matter where they are. Lattice HRIS helps us deliver that kind of equity — at scale.”

Closing Equity Gaps in Global Onboarding

A core piece of Rachel’s strategy is creating equity — not just equality — in onboarding.

“Equality means everyone gets the same experience. Equity means everyone gets the experience they need to succeed,” Rachel explained.

Using Lattice HRIS, the team identified a problem: new hires in high-volume roles, especially in customer support, were more likely to leave within their first 90 days. Exit survey data pointed to one key factor: lack of early connection.

“We realized that a one-size-fits-all, remote onboarding process wasn’t cutting it for everyone,” Rachel said. “People were falling through the cracks.”

In response, Sendle introduced a hybrid onboarding model for volume hires: digital preboarding in Lattice, followed by a 3-day in-person experience. New hires now meet their cohort, immerse in the Sendle customer journey, and build early relationships with key teammates.

“Just knowing there’s an in-person element helps with values alignment and sets expectations,” Rachel said. “It’s a small change, but one that has a big impact. We're leveraging Lattice to see how it improves 90-day retention, by tailoring our Onboarding Surveys and Automated Reviews in the first 60-152 days.”

A 90+ Feedback Score: From One of Their Lowest to One of Their Best

When Rachel joined Sendle in 2021, one engagement survey question stood out — for the wrong reason. The score for “My manager gives me actionable feedback” was <40 out of 100, far below every other metric.

“That was a red flag,” Rachel said. “We realized that to build a feedback-driven culture, we couldn’t just push comms from People & Culture (P&C). We had to enable our managers.”

Sendle invested in manager-led change: giving teams templates for one-on-ones, surfacing feedback in Lattice, and tagging praise to the company’s core values, the 5Hs (Humble, Honest, Happy, Hungry, High-Performing). Over time, those small rituals built trust — and results.

Today, that same feedback question scores over 90.

“Getting there wasn’t about big policy changes,” Rachel added. “It was about systems and support. Lattice helped us embed those habits into the flow of work.”

89% of Employees Say They Can Do Their Best Work

In their February 2025 engagement survey, 89% of employees agreed with the statement: “Sendle is a place where I can do the best work of my career.” For Rachel, that stat is a direct reflection of how her small team uses tools like Lattice to drive high impact with limited resources.

We’ve become more resource-constrained over the years, like many companies. But being strategic about how we use those resources has actually improved our employee experience. It’s not about how much you have — it’s how you use it.

Lattice’s automation and workflows are key to that strategy. From onboarding checklists to feedback loops, the platform lets Rachel’s team focus on what matters most: people.

One System, Four Countries: A Central Source of Truth

Before Lattice, Sendle didn’t have a centralized system where employees could view their benefits, compensation, or equity grants — especially in regions like the Philippines, where local payroll providers didn’t offer that visibility.

Now, Lattice HRIS acts as that single source of truth.

“We use Lattice profiles to house ESOP grants, allowances, and custom benefits fields by country,” Rachel explained. “It’s the only place I can run a report and see what everyone has access to.”

That data powers Sendle’s biannual benefits discovery cycle, where Rachel and her team compare current offerings with employee feedback and external benchmarks. “If someone requests a benefit, even just once, we’ll look into it,” she said.

A Scalable Manager-Partner Model for Feedback and Change

Feedback is at the center of Sendle’s people strategy, and that includes how the people and culture team collects it. Rachel uses Lattice 1:1s to structure regular “partner calls” with people managers across the business.

“We never go into those calls cold,” Rachel said. “We send the agenda in advance and collect items from managers. That way, we’re validating feedback, adjusting strategy, and making sure we’re not working in a vacuum.”

Rachel even offered her one-on-one partner call template so other HR leaders can benefit. “It’s one of those small things that makes a huge difference.”

Advice for HR Teams: “Automate. Delegate. Eliminate.”

“Whether in a department of one or a small team, I’ve spent most of my career doing more with less,” Rachel said. “So my motto is simple: automate, delegate, eliminate. Lattice lets us do all three.”

For a team supporting employees across four countries, Lattice HRIS helps bring order to complexity — and gives HR leaders like Rachel the confidence and clarity to lead strategically.