Customer Onboarding Specialist
At a glance
Mid-level Customer Success role at Hireframe. Remote, Philippines · full-time.
Pay not stated Customer Success salary
remoteroles summary, based on the employer's posting.
What you'll do
- Guide a high volume of new customers through onboarding by phone, email and video, coordinating each launch
- Help customers move their data using export and import tools, then tailor their account configuration
- Teach customers and their staff how to use the website’s features
- Carry customer feedback to Product, resolve issues and handle escalations
- Work with the VP of Customer Success and another onboarding specialist to develop onboarding playbooks
What you bring
- Two to four years in onboarding, training, customer service or project management
- Hands-on experience with data migration and Microsoft Excel
- Strong written and spoken communication, with careful organization and attention to detail
Who this fits
This mid-level role suits someone who enjoys helping customers succeed and can manage onboarding projects while learning new software quickly. It is fully remote in the Philippines and involves working effectively with technology in a remote setting.
From the employer
We are a category leading online management software for gyms, martial arts schools, yoga studios and other fitness and wellness businesses. We have an awesome product loved by thousands of businesses and we need your help to partner with our newest customers to facilitate their data migration, configuration & training, in order to ensure they are set up for an enduring relationship with the company.
It’s an exciting time to join, as you’ll be the second Onboarding Specialist for our team and partner with our current Onboarding Specialist and VP of Customer Success to build out our playbooks. We also recently raised a $32.5 million growth investment from Five Elms Capital, positioning our company and team for the next phase of growth.
Duties and Responsibilities
- Project manage onboarding for a high volume of customers (20-40 monthly) via phone, email and video calls
- Support customers with their data migration via export & import tools
- Assess customer specific needs and guide customer configurations accordingly
- Train new customers and their staff on the website's functionality
- Deliver a world class and efficient customer launch experience
- Act as a liaison between the customer and the Product team to represent the customer feedback
- Proactively address issues and manage escalations
- Collaborate with the Vice President of Customer success to build out Onboarding systems and playbooks
Requirements
- 2-4 years of relevant onboarding, training, customer service, or project management experience
- Motivated by the success of others and helping customers
- Experience with data migration & Microsoft Excel
- Effective project manager
- Ability to communicate effectively in written & verbal form
- Attention to detail & organization
- Adept at using technology (CRM, Slack, etc) to function effectively in a remote environment
- Comfort working at a fast paced and evolving company
- Ability to quickly learn new software products & become a product expert
Benefits
Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:
- Permanent remote work flexibility
- Paid Time Off
- Annual performance bonuses
- Dedicated coaches offer an extra channel of support and skill-building
- Opportunities for professional growth
At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.
Learn More
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