Customer Onboarding Specialist

Description

Summary: This role involves guiding new clients through the platform setup process and providing post-onboarding product support in a structured, repeatable, and remote environment. Highlights: 1. Structured, repeatable role with strong training provided 2. Lead structured one-hour onboarding calls with new clients 3. Support customers with follow-up product questions **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.**