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
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Lead structured one-hour onboarding calls with new clients to walk them through the platform setup wizard step by step
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Ensure customers complete all required setup steps and leave the call ready to operate independently
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Communicate clearly and patiently with business owners and operators who may not be technical
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Keep calls focused, on time, and on track without losing the customer along the way
Post-Onboarding Product Support
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Respond to follow-up product questions from customers after their initial setup call
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Jump on additional calls when customers need help working through specific platform questions
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Track open customer issues and ensure every question is resolved fully before closing the loop
Process and Documentation
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Follow the established onboarding process consistently across every customer interaction
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Document customer feedback, common questions, and recurring issues to help improve the onboarding experience over time
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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
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Strong verbal and written English communication skills with a clear, patient, and professional tone on calls
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Comfortable leading structured video or phone calls with business owners and operators
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Organized and detail-oriented with strong follow-through on open customer questions and tasks
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Quick learner who can become confident and fluent with a new software platform after training
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Self-directed and reliable in a fully remote environment
Nice to Have-
Experience onboarding customers onto a SaaS platform or business software product
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Background in field service, dispatch, lawn care, pool service, or similar industries
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Experience supporting small or medium-sized business clients
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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
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This position operates on a full-time basis, with dedicated hours to ensure alignment with the team and delivery of quality work
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Availability during US business hours is required
Compensation & Time Off-
Compensation paid in USD
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Paid bi-monthly on the 15th and 30th
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Paid Time Off according to company policy
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Holidays observed according to company guidelines
Application Requirements
Please submit:
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An updated resume
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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.
