AI Summary
The SaaS Onboarding Specialist guides new customers through platform setup and features, ensuring a smooth start. They educate, support, and troubleshoot within structured SOPs, fostering customer confidence. The role emphasizes collaboration, documentation, and delivering quick value to clients.
Key Highlights
Lead onboarding sessions via video and screen share
Follow documented SOPs for consistent onboarding quality
Collaborate with sales and support teams for seamless handoffs
Technical Skills Required
Benefits & Perks
Structured onboarding training
Access to SOPs, call scripts, and platform resources
Ongoing guidance and development opportunities
Job Description
Our client is a SaaS company that helps businesses onboard, manage, and support their users through streamlined workflows, efficient communication systems, and reliable platform tools. They enable teams to deliver smooth customer experiences by combining clear processes, intuitive technology, and strong operational support.
Location
Fully remote | 9 AM - 5 PM EST
Role Overview
The Onboarding Specialist will guide new customers through their first steps on the platform, ensuring a smooth, fast, and confidence-building onboarding experience. The role focuses on educating users, following structured SOPs, leading walkthroughs, and helping customers achieve value quickly. This is not a sales or retention role; the core responsibility is to onboard, support, and set customers up for long-term success. Full training is provided.
Key Responsibilities
Customer Onboarding
- Lead onboarding sessions for new customers (video & screen share).
- Walk clients through platform setup, key features, and best practices.
- Follow documented onboarding SOPs to ensure consistency and quality.
- Support customers via email, chat, or video as needed during onboarding.
- Provide light troubleshooting support for simple or common issues.
- Collaborate closely with the Sales team to ensure smooth handoffs and aligned customer expectations.
- Escalate technical issues to the proper teams when outside your scope.
- Maintain detailed notes in the CRM and ensure accurate customer progress tracking.
Experience
- 1–3 years of onboarding or general SaaS-related experience (preferred but not required).
- Experience in B2B SaaS onboarding or customer education (nice to have).
- Background in telecommunications or carrier-adjacent operations (nice to have).
- Familiarity with ticketing systems or support environments (nice to have).
- Fluent English; confident on video calls.
- Strong communication skills, clear, friendly, and structured.
- Ability to learn SaaS platforms quickly and explain them simply.
- Comfort with CRM tools and navigating multiple systems at once.
- Ability to follow SOPs exactly and maintain a consistent onboarding cadence.
- Basic troubleshooting ability (login issues, user errors, feature navigation, etc.).
- Strong collaboration and ability to work across teams.
- Typing requirements: 50–55 WPM, 92%+ accuracy for CRM notes and follow-ups.
- Short Time to Value, with customers reaching their first outcome quickly.
- Smooth, consistent onboarding experiences that follow SOPs.
- High customer readiness and confidence post-onboarding.
- Clean CRM documentation and clear communication with internal teams.
This role offers structured onboarding training, access to defined SOPs, call scripts, and platform resources, plus ongoing guidance from the team for edge cases and troubleshooting. It provides the chance to develop deep expertise in SaaS onboarding, grow operational skills, and contribute to smooth customer experiences within a supportive and process-driven environment. Apply now!
Application Process
To be considered for this role these steps need to be followed:
- Fill in the application form
- Record a video showcasing your skill sets