Onboarding Specialist

Summary

Join Hostaway, a SaaS startup transforming the vacation rental industry, as a Customer Onboarding Specialist! This fully remote role, based in the Philippines, is key to ensuring smooth client transitions onto our platform. You will conduct training, develop onboarding materials, and maintain communication with new clients. Success in this position requires strong customer engagement skills and expertise in our products. We offer competitive compensation, equity, professional growth opportunities, and a dynamic team culture. Benefits vary by country and may include health insurance and pensions.

Requirements

• At least 2 years of experience in customer onboarding or customer success within the SaaS industry
• Fluent proficiency in English is mandatory to communicate with customers. English is also our company language used internally
• Ability to work North American hours to align with our customer's needs
• Proven ability to manage multiple onboarding projects simultaneously, while maintaining sharp attention to detail
• Strong interpersonal skills and the ability to create a positive first impression with new customers
• Excellent communication, presentation, and training skills
• Ability to quickly adapt to new technologies and continuously update skills in a fast-paced environment
• Strong problem-solving skills and the ability to think critically

Responsibilities

• Implement effective onboarding processes for new customers, ensuring a seamless transition and a solid foundation for their success
• Conduct initial training sessions and demonstrations tailored to customer needs, promoting a deep understanding of our product features and capabilities
• Develop customized onboarding materials and resources in English
• Maintain clear, consistent, and proactive communication with new customers throughout the onboarding process
• Collaborate with the sales and customer success teams to identify opportunities for customer satisfaction improvement and to streamline the onboarding process
• Monitor and report on the effectiveness of onboarding initiatives, using customer feedback and onboarding metrics to drive continuous improvement
• Serve as the primary point of contact for new customers during the onboarding phase, addressing any issues and ensuring they are resolved promptly

Benefits

• Competitive Compensation: We offer competitive pay based on market rates in the country of the applicant
• 100% Remote: Enjoy the freedom to work from anywhere within your country of residence—be it a co-working space, your home office, or even your dining room table. The choice is yours. Just don’t ask to work in our office (we don’t have one)
• Equity: Every role in our company comes with valuable stock options in a fast-growing and profitable company. This ensures we all share in the company’s success
• Values-Driven Leadership: Our Core Values are not just words we’ve written to make us feel good. We leverage them daily when making strategic and tactical decisions
• Professional Growth: Our rapid growth offers unparalleled learning and development opportunities, along with a multitude of career advancement opportunities
• Annual Paid Leave: The specific amounts vary by country and are aligned with country and/or contract-specific norms
• Geographic Specific Benefits: As an international employer, we offer different country-specific benefits such as Health Insurance and Pensions in countries where these perks are customary. The specifics depend on the country of the applicant
• Dynamic Team Culture: As a global company with team members in over 40 countries, our diverse and international culture fuels our innovation and creativity, providing a key pillar to our success (and making it a lot of fun to work here)