💼 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.
