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.
Skills
As published by workable · 5 questions
Basics
First name, Last name, Email, Phone, Address, Please record a 1-2 minute Loom video introduction using your laptop/desktop in camera only mode, with your face clearly visible and no screen sharing. Once done, share the pubic link below:, Experience, Resume, Please add your LinkedIn Profile:, Where did you hear about Hire Overseas?, WhatsApp Number (we reach out here for faster coordination and quicker updates):, Email Address, Portfolio, Salary Expectations (monthly in USD), Are you open and comfortable to work in U.S. time zone hours?, How soon are you able to start?, Would you be comfortable using a time-tracking tool during your first two weeks?
Pick from a list (5)
- Do you have proven experience in customer onboarding, account management, customer success, or a similar client-facing role?
- Are you comfortable leading structured video or phone calls with business owners and operators as the primary presenter?
- Have you worked directly with field service, dispatch-based, or trade service businesses such as pool maintenance, lawn care, landscaping, or similar?
- Are you available to work full-time (9:00 AM to 5:00 PM) during US (Central Time) business hours?
- Important: Only candidates who provide a Loom video will be considered for the next stage of the hiring process. Do you acknowledge this? *For the Loom video: Make sure your face is visible and the video is recorded horizontally on a laptop or desktop.