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.