Sales Onboarding Specialist

Were hiring an Onboarding Specialist to own the customer onboarding experience end-to-end. Youll be the first person our new customers meet after signing up and youll 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. Youll help build the playbooks processes and resources that scale onboarding as we grow.

What youll 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

Qualifications :

• 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)

Additional Information :

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.

Remote Work :

No

Employment Type :

Full-time