Onboarding Specialist
Our client is a SaaS company that helps businesses onboard, manage, and support their users through streamlined workflows, efficient communication systems, and reliable platform tools. They enable teams to deliver smooth customer experiences by combining clear processes, intuitive technology, and strong operational support.
Location
Fully remote | 9 AM - 5 PM EST
Role Overview
The Onboarding Specialist will guide new customers through their first steps on the platform, ensuring a smooth, fast, and confidence-building onboarding experience. The role focuses on educating users, following structured SOPs, leading walkthroughs, and helping customers achieve value quickly. This is not a sales or retention role; the core responsibility is to onboard, support, and set customers up for long-term success. Full training is provided.
Key Responsibilities
Customer Onboarding
Lead onboarding sessions for new customers (video & screen share).
Walk clients through platform setup, key features, and best practices.
Follow documented onboarding SOPs to ensure consistency and quality.
Support customers via email, chat, or video as needed during onboarding.
Provide light troubleshooting support for simple or common issues.
Cross-Functional Coordination
Collaborate closely with the Sales team to ensure smooth handoffs and aligned customer expectations.
Escalate technical issues to the proper teams when outside your scope.
Documentation & Tracking
Maintain detailed notes in the CRM and ensure accurate customer progress tracking.
Qualifications
Experience
1–3 years of onboarding or general SaaS-related experience (preferred but not required).
Experience in B2B SaaS onboarding or customer education (nice to have).
Background in telecommunications or carrier-adjacent operations (nice to have).
Familiarity with ticketing systems or support environments (nice to have).
Skills
Fluent English; confident on video calls.
Strong communication skills, clear, friendly, and structured.
Ability to learn SaaS platforms quickly and explain them simply.
Comfort with CRM tools and navigating multiple systems at once.
Ability to follow SOPs exactly and maintain a consistent onboarding cadence.
Basic troubleshooting ability (login issues, user errors, feature navigation, etc.).
Strong collaboration and ability to work across teams.
Typing requirements: 50–55 WPM, 92%+ accuracy for CRM notes and follow-ups.
What Success Looks Like
Short Time to Value, with customers reaching their first outcome quickly.
Smooth, consistent onboarding experiences that follow SOPs.
High customer readiness and confidence post-onboarding.
Clean CRM documentation and clear communication with internal teams.
Opportunity
This role offers structured onboarding training, access to defined SOPs, call scripts, and platform resources, plus ongoing guidance from the team for edge cases and troubleshooting. It provides the chance to develop deep expertise in SaaS onboarding, grow operational skills, and contribute to smooth customer experiences within a supportive and process-driven environment. Apply now!
Application Process:
To be considered for this role these steps need to be followed:
Fill in the application form
Record a video showcasing your skill sets
Average salary estimate
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