Customer Onboarding Specialist

We're hiring an Onboarding Specialist to own the customer onboarding experience end-to-end. You'll be the first person our new customers meet after signing up, and you'll make sure they launch successfully, see value fast, and feel genuinely supported along the way.

This role reports to the Customer Success Lead and is our first dedicated onboarding hire. You'll help build the playbooks, processes, and resources that scale onboarding as we grow.

 

What you'll do

🚀 Customer Onboarding & Activation

• Own the onboarding journey from signup/handoff through first value milestone
• Lead guided setup sessions (Zoom, email, chat) — configure surveys, branding, distribution channels, user access, and reporting
• Support integration setup with helpdesks and CRMs (Zendesk, Gladly, Intercom, HubSpot, Salesforce, Freshdesk)
• Troubleshoot first-week issues and remove blockers so customers launch on time
• Deliver a fun, consultative, and educational onboarding experience

📋 Playbook & Process Building

• Co-develop onboarding playbooks, checklists, and templates with the CS Lead
• Create scalable onboarding resources: setup guides, short videos, FAQ articles, and knowledge base content
• Identify patterns in where customers get stuck and build solutions to prevent repeat friction
• Document onboarding workflows and continuously improve them

🤝 Handoffs & Cross-Functional Coordination

• Partner with Sales on consistent handoff inputs (what was promised, use case, success criteria, timeline, stakeholders)
• Set clear expectations with customers on steps, timelines, and responsibilities
• Hand accounts to the CS team with strong notes and context once onboarding is complete
• Collaborate with Support to ensure smooth transitions for technical issues

📊 Tracking & Reporting

• Track onboarding progress and flag at-risk accounts early
• Report on onboarding KPIs: time-to-value, onboarding completion rate, onboarding CSAT

💬 Customer Engagement & Feedback

• Capture product feedback from onboarding friction and recurring implementation issues
• Collaborate with Product and Support to improve the onboarding experience
• Contribute to the Voice of Customer program by surfacing patterns and insights

 

• 3+ years in onboarding, implementation, customer success, or technical support (SaaS preferred)
• Strong customer-facing communication and training skills in English (spoken + written)
• Practical troubleshooting ability — you can figure out integrations and explain them simply
• Experience with helpdesk or CRM platforms (Zendesk, Intercom, HubSpot, Freshdesk, Salesforce, etc.)
• Organized and process-oriented — clear notes, repeatable workflows, no dropped balls
• Available for night shift: 9 PM – 6 AM PHT

Nice to have

• Experience with CSAT, NPS, or CES workflows
• Experience building onboarding playbooks or customer-facing documentation
• Understanding of SaaS integrations (APIs, webhooks, Zapier)

 

Benefits

• Competitive salary
• Flexibility in work set-up
• Comprehensive health insurance and a self-improvement fund to support your growth.
• Work with a friendly, quirky team of geeks.