Customer Onboarding Specialist

💼 Customer Onboarding Specialist

🏠 Remote

About Our Client

Our client is a fast-growing field service software platform helping service businesses manage their day-to-day operations. They are looking for a Customer Onboarding Specialist to guide new clients through the setup process and serve as their go-to point of contact for follow-up product questions after setup.

About the Role

Our client is looking for a Customer Onboarding Specialist to run structured, confident onboarding calls that get customers set up and ready to operate independently within about an hour. You will be trained on a setup wizard with approximately 15 steps and expected to walk customers through it clearly and patiently every time.

This is a structured, repeatable role with a clear process and strong training provided. If you are a clear communicator, organized, comfortable on video calls, and take pride in leaving customers feeling confident and supported, this role is a strong fit.

Responsibilities

Customer Onboarding Calls

• Lead structured one-hour onboarding calls with new clients to walk them through the platform setup wizard step by step
• Ensure customers complete all required setup steps and leave the call ready to operate independently
• Communicate clearly and patiently with business owners and operators who may not be technical
• Keep calls focused, on time, and on track without losing the customer along the way

Post-Onboarding Product Support

• Respond to follow-up product questions from customers after their initial setup call
• Jump on additional calls when customers need help working through specific platform questions
• Track open customer issues and ensure every question is resolved fully before closing the loop

Process and Documentation

• Follow the established onboarding process consistently across every customer interaction
• Document customer feedback, common questions, and recurring issues to help improve the onboarding experience over time
• Maintain accurate records of onboarding status and follow-up items for each account

What We're Looking For

• Proven experience in customer onboarding, account management, customer success, or a similar client-facing role
• Strong verbal and written English communication skills with a clear, patient, and professional tone on calls
• Comfortable leading structured video or phone calls with business owners and operators
• Organized and detail-oriented with strong follow-through on open customer questions and tasks
• Quick learner who can become confident and fluent with a new software platform after training
• Self-directed and reliable in a fully remote environment

Nice to Have

• Experience onboarding customers onto a SaaS platform or business software product
• Background in field service, dispatch, lawn care, pool service, or similar industries
• Experience supporting small or medium-sized business clients
• Familiarity with CRM or customer success tools for tracking accounts and follow-ups

Work Schedule

• 100% remote setup so you can work wherever you're most productive
• This position operates on a full-time basis, with dedicated hours to ensure alignment with the team and delivery of quality work
• Availability during US business hours is required

Compensation & Time Off

• Compensation paid in USD
• Paid bi-monthly on the 15th and 30th
• Paid Time Off according to company policy
• Holidays observed according to company guidelines

Application Requirements

Please submit:

• An updated resume
• A 1 to 2 minute Loom video introducing yourself, describing your experience in customer onboarding or client-facing support, and explaining how you handle a customer who is confused or frustrated during a setup call

Only candidates who submit a Loom video will be moved to the next step of the hiring process.