Customer Onboarding Specialist

Spark Shipping is seeking a Customer Onboarding Specialist to guide and train our highest-value clients, ensuring they achieve full setup and success with our platform. The primary goal is to help new customers quickly realize the value of Spark Shipping.

What You’ll Do:

• Manage onboarding for customers subscribing to our premium plans.
• Conduct both group onboarding sessions and one-on-one training.
• Lead interactive training sessions via webinars and video chats.
• Assist customers with initial setup, configuration, and integration.
• Identify customer needs early and proactively resolve setup hurdles.
• Proactively reach out to high-value customers to ensure continued success.
• Collaborate with Sales and Support to ensure a smooth customer transition.
• Develop and maintain onboarding materials and guides.
• Document onboarding and setup processes to create reusable resources for future clients.
• Share insights and recurring feedback with the product and engineering teams to help improve the onboarding experience.

Requirements

• Proven experience in customer onboarding, training, or customer success.
• Clear and confident communication skills.
• Strong problem-solving skills and attention to detail.
• Excellent presence and communication over Zoom video calls — this is the primary communication method for this role.
• Ability to quickly learn and explain technical products.
• Experience working with SaaS platforms (e-commerce knowledge is a bonus).
• Comfortable using tools like HubSpot, Basecamp, and Zoom.
• Must be based in the United States. (This is a hard requirement.)
• Must have availability during standard U.S. business hours.

Benefits

• Work closely with a smart, supportive team.
• Directly impact customer success and retention.
• Competitive salary with room to grow.
• Remote-friendly work environment.