Customer Onboarding Specialist

💼 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.

Originally posted on Himalayas