# Customer Onboarding Specialist

**Company:** [Hire Overseas](http://jobs.workable.com/companies/cvRB9R7vtuSYbz8sUcfYEC.md)
**Location:** Remote
**Workplace:** remote
**Department:** Brains and Brands

[Apply for this job](http://jobs.workable.com/view/8cb6acca-c3a4-4d38-957e-5c77f2c54a68)

## Description

### **💼 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.**