Onboarding Specialist

The Onboarding Specialist manages a portfolio of active onboarding and transfer cases, owning account setup for new and existing customers after a sale is closed and proactively moving each case toward completion. The role is roughly half detail-oriented data entry across internal systems and half direct customer communication, and manages KYC initiation, account and billing creation, contract execution, new store and billing terms setup, and ongoing billing terms accuracy through renewals and periodic audits. As a first hire into this function, the role will also help clarify and refine the onboarding process itself as it takes on this work.

Key Responsibilities

Customer Onboarding & Transfers

Manage a portfolio of active onboarding and transfer cases, proactively moving each toward completion rather than waiting on inbound requests.

• Initiate customer onboarding through third-party vendor platforms for new accounts and operator transfers.
• Coordinate directly with third-party technology vendors involved in onboarding a customer's account.
• Create new customer records in NetSuite.
• Enter and update customer banking information in NetSuite, handling all sensitive financial data with discretion and confidentiality.
• Send required contracts and documents via DocuSign and track completion.
• Create client records in internal systems.
• Set up all new stores and configure billing terms for each store.
• Review documentation submitted by customers and internal teams for completeness and accuracy, flagging gaps before handing the account to the CSM team for training.

Escalate onboarding delays, blockers, or compliance concerns to the Head of Customer Success and Sales as needed.

Billing Management

• Update billing terms during customer renewals.

• Conduct periodic bill terms audits, checking account inactivity status, store fee accuracy, and kiosk counts.
• Own billing research requests escalated from App Support when a customer questions billing or invoices.

Tools & Systems

• NetSuite – customer account and banking record creation
• DocuSign – contract execution and tracking
• HubSpot – CRM
• Microsoft Office Suite (Excel, Outlook, Word) – daily use