Onboarding Specialist

Role Details

Location: Cape Town
Work Arrangement: Work from home
Type of Support: Video Calls
Contract Duration: Full Time Permanent
Training Schedule: Monday - Friday hours of production to be decided
Work Schedule:Monday - Friday hours of production to be decided
Expected Start Date: June 11 2026

About Us

Crescendorepresents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations delivering results that scale and support that never sleep.

More than that Crescendo is about people. We dont just connect talent with opportunitywe create a place where careers grow ideas thrive and people are empowered to make an impact. Join us at Crescendo and lets build the future of customer experience together.

Welcome to Crescendo. Welcome to whats next.

The Role

As a Customer Onboarding Specialist our partner develops state-of-the-art technology for short-term rentals. The Customer Onboarding team sits within the Sales organization and the Customer Onboarding Specialist (COS) plays a key role in guiding customers through either free 30-minute Orientation sessions or paid Onboarding calls.

The ideal candidate is comfortable engaging with customers via video conferencing and email and is able to convey professionalism while building rapport with ease.

The reason you join wont be the reason you stay.

What Youll Do:

• Customer Onboarding: Lead engaging 30- to 60-minute onboarding calls helping customers configure their accounts to address their specific needs. Youll guide them through the setup process ensuring they experience the value and benefits of the platform during their trial.
• Customer Consultation: Review handover notes from the Sales team to understand customer goals and pain points. Tailor the onboarding experience accordingly ensuring that each customers setup aligns with their objectives.
• Screen Sharing and Live Support: Host onboarding sessions via webcam asking customers to share their screen so you can walk them through setup steps in real time answer questions and provide hands-on assistance.
• Enterprise Onboarding: For larger clients schedule and conduct a series of onboarding sessions delivering in-depth training customized for different user groups within the organization.
• Problem-Solving and Customization: Address common challenges faced by short-term rental hosts such as automating smart lock PIN codes or connecting with multiple booking platforms ensuring customers feel confident in the softwares ability to meet their needs.
• Trial Success: Your objective is to ensure that by the end of the trial customers are confident satisfied and eager to become paying users who have fully experienced the softwares value.
• Handoff: Ensure customers know how to access support resources such as help articles and live support join product beta programs connect with our Facebook user group and register for bi-monthly Town Halls.

What We Expect From You:

• Excellent written and verbal English communication skills (EFSET C2 required)
• 2 years of experience in customer onboarding customer success or technical/customer supportideally within a SaaS or software environment.
• A genuine passion for delivering exceptional customer experiences and turning challenges into opportunities to delight.
• A customer-centric mindset focused on understanding needs and driving adoption and success.
• Technological fluency across web computer mobile and SaaS platforms with the ability to explain software clearly and guide users through setup and troubleshooting.
• Clear and concise communication skills with the ability to explain complex processes in a simple engaging way during live calls.
• Strong problem-solving skills and the ability to tailor solutions to customer pain points on the spot.
• Confidence presenting over webcam with the ability to engage your audience and inspire trust in the product.
• Strong organizational skills and the ability to juggle multiple onboarding sessions while delivering personalized support.
• A collaborative mindset and the ability to work cross-functionally with Sales Product and Technical Support to resolve issues and ensure customer goals are met.

What Youll Get In Return:

• Be part of a people-first values-driven organization
• Work with innovative global partners and diverse teams
• Hybrid working arrangements
• Competitive base salary
• Generous paid time off
• Comprehensive benefits package including medical dental and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home
• Training and professional development opportunities

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. Theyre the standards we hold for ourselves our partners and each other.

• Care for others: Empathy is a key driver. When people thrive so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks sharpen your edge go forward.
• Manifest trust: Trust is our currency. Earn it daily protect it fiercely and let it fuel whats next.
• Take ownership: Bold choices with integrity at the corethats how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others lift others keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity inclusion equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity Veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodationsfor qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process please contact .

PRIVACY NOTICE

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