Customer Onboarding Specialist

Responsibilities

• Drive customer adoption through onboarding and education programs.
• Increase customer engagement and retention through emails, live onboarding calls, classes, and webinars.
• Stay current on product releases and company education.
• Understand customer workflows and recommend solutions using deep product knowledge.
• Address inbound lead and customer questions about platform features.
• Schedule live customer onboarding training sessions using videoconferencing.
• Triage incoming support emails to specialized Customer Success team members as needed.
• Investigate and troubleshoot complex customer questions using available resources.
• Identify patterns in support emails and chats and communicate potential issues to leadership.
• Follow standard operating procedures, company requirements, and compliance policies.
• Implement strategies to improve adoption and retention.
• Identify opportunities for upgrades and paid add-on feature adoption.
• Recommend product enhancements, including for paid add-on features.
• Identify knowledge gaps and help add content to knowledge systems.
• Collaborate with internal teams to resolve customer inquiries.

Requirements

• 2+ years of experience in customer support or the service industry serving a diverse, professional customer base.
• Bachelor’s degree from an accredited college or university, or equivalent experience.
• Exceptional verbal communication skills and confidence speaking.
• Ability to work efficiently and accurately with a sense of urgency.
• Comfort with ambiguity and determining appropriate customer solutions.
• Ability to manage multiple computer-based programs, applications, and toolsets simultaneously, including Slack, Notion, Zendesk, Google Docs, and OnceHub.

Nice-to-Haves

• Ability to explain complicated concepts clearly and concisely.
• Empathy, patience, and enthusiasm for helping people.
• Professional written and verbal communication skills with a warm, friendly, conversational tone.
• Strong organization and follow-through across competing priorities.
• Self-management, motivation, multitasking, and adaptability.
• An upbeat, enthusiastic, team-oriented approach.

Compensation and Benefits

• Base salary range: $58,000–$65,000 USD annually.
• Employees may also be eligible for an annual bonus or commission; some roles may be eligible for overtime pay.
• Medical, dental, vision, life, and disability insurance.
• 401(k) plan with company match.
• Flexible Time Off, wellbeing days, paid holidays, and summer Fridays.
• Mental health resources.
• Paid parental leave and Backup Care.
• Tuition reimbursement.
• Employee Resource Groups.