Customer Onboarding Specialist, IRE

Porch Group is a leading vertical software and insurance platform and is positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. We offer differentiated products and services, with homeowners insurance at the center of this relationship. We differentiate and look to win in the massive and growing homeowners insurance opportunity by

1) providing the best services for homebuyers

2) led by advantaged underwriting in insurance

3) to protect the whole home.

As a leader in the home services software-as-a-service (“SaaS”) space, we’ve built deep relationships with approximately 30 thousand companies that are key to the home-buying transaction, such as home inspectors, mortgage companies, and title companies.

In 2020, Porch Group rang the Nasdaq bell and began trading under the ticker symbol PRCH. We are looking to build a truly great company and are JUST GETTING STARTED.

Job Title: Customer Onboarding Specialist

Location: Colombia 

Workplace Type: Remote  

This role is employed through RemoFirst, Porch Group's Employer of Record partner in Colombia. Your employment will be legally administered through RemoFirst, while your day-to-day work is led by Porch Group.

Job Summary 

The future is bright for the Porch Group, and we’d love you to be a part of it as a Customer Onboarding Specialist

The Customer Onboarding Specialist supports new customers from account setup through successful product adoption.  

This role combines behind-the-scenes account configuration—including company information, logos, agreements, pricing, and other setup details—with customer-facing onboarding and virtual training.  

The specialist guides customers through the onboarding process, conducts engaging training sessions, provides follow-up support, and coordinates with internal teams to resolve challenges. Success in this role requires strong communication, attention to detail, organization, technical aptitude, and a customer-first approach.    

What You Will Do As A Customer Onboarding Specialist

• Prepare new customer accounts for a successful launch by configuring key account settings, including company logos, agreements, pricing, and other setup details. Ensure each account is accurately configured so customers can get started quickly and confidently.

• Guide customers through the onboarding process by engaging with them via phone and email, scheduling and conducting on-camera virtual onboarding meetings, and providing follow-up after training.

• Conduct engaging virtual training sessions to help customers understand the software, build confidence, and successfully adopt it into their business.

• Manage a combination of scheduled customer onboarding sessions and independent account setup work while meeting expected timelines and maintaining accuracy.

• Build strong relationships with customers by establishing rapport, listening to their needs, and creating a positive onboarding experience.

• Identify customer needs and opportunities to introduce additional features or modules that could enhance their experience and provide additional value.

• Take ownership of the onboarding experience, proactively addressing challenges and coordinating with internal teams when additional assistance is needed.

• Provide prompt and effective customer support via phone, chat, and email while thoroughly documenting interactions, customer progress, and next steps.

• Maintain accurate internal records and communicate clearly with teammates regarding account setup, onboarding progress, outstanding needs, and customer concerns.

What You Will Bring As A Customer Onboarding Specialist

• 2+ years of experience in Customer Service, Customer Success, Customer Onboarding or Account Management.
• Strong presentation and interpersonal skills with the ability to confidently engage and educate customers in a virtual environment.
• Advanced English proficiency with clear verbal and written communication skills, including the ability to confidently conduct live customer training and communicate with English-speaking customers by phone, video, and email.
• Strong attention to detail and accuracy when configuring customer accounts and completing setup tasks.
• Excellent time-management and organizational skills with the ability to balance scheduled customer meetings, account builds, and follow-up responsibilities.
• Comfortable learning and working with technology, including desktop and mobile software.
• Ability to follow established processes while maintaining natural, conversational communication with customers.
• Self-motivated with the ability to work independently while also collaborating effectively within a team.
• Strong problem-solving skills with a willingness to take ownership of issues and work toward resolution.
• Strong listening comprehension with the ability to understand customer needs and translate them into appropriate next steps.
• Dependable and committed to consistent attendance, productivity, and performance excellence.
• Experience working with global and/or US based business teams  
• Workspace: A quiet space to work, an internet connection of at least 30 Mbps download | 10 Mbps upload 

What You Will Get Supporting Porch Group 

Monthly Salary: COP 4,000,000.00 to COP 4,700,000.00

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What’s next?

Submit your application below and our Talent Acquisition team will be reviewing your application shortly! If your resume gets us intrigued, we will look to connect with you for a chat to learn more about your background, and then possibly invite you to have virtual interviews. What's important to call out is that we want to make sure not only that you're the right person for us, but also that we're the right next step for you, so come prepared with all the questions you have!