Onboarding Specialist

At SOUS, we help independent food & beverage entrepreneurs grow. Our AI-powered SaaS platform enables new revenue streams, online visibility, and stronger customer relationships.

As we enter our next phase of growth, we’re searching for an Onboarding Specialist who can guide new merchants from signed deal to successful go-live. This role is focused on making onboarding smooth, structured, and fast, while ensuring merchants are set up properly and know exactly what to do next. If you’re organised, proactive, and enjoy turning complexity into a clear process for customers, we’d love to meet you.

• Manage the onboarding of new merchants from signed deal through to successful launch.
• Guide merchants through portal setup, company and profile setup, onboarding requirements, and go-live preparation.
• Support merchants with key setup steps such as account creation, payment setup, content collection, and required operational configuration.
• Run onboarding calls and make sure merchants understand the process, timeline, and next steps.
• Coordinate internally with Ops, Product, Merchant Support, and Merchant Success to keep onboarding moving smoothly.

• Improve onboarding checklists, playbooks, templates, and internal documentation.
• Identify where merchants get stuck and help reduce friction in the onboarding flow.
• Ensure merchants leave onboarding with clear action items and ownership on next steps.
• Support the development of a more self-serve onboarding flow by flagging gaps in process, communication, and product.
• Help improve time to go-live and onboarding quality across different merchant types and partner flows.

• You have experience in onboarding, implementation, account setup, customer success, or operations.
• You are comfortable guiding customers through structured setup processes.
• You know how to balance speed, quality, and customer experience.

• You are highly organized and good at managing multiple onboarding tracks at once.
• You follow through and do not let open actions drift.
• You are proactive and solve issues before they become blockers.

• You communicate clearly and confidently with both customers and internal teams.
• You know how to break down complex steps into something practical and understandable.
• You speak and write fluent Dutch and English.

• Experience in hospitality, SaaS, e-commerce, marketplaces, or logistics.
• Experience with HubSpot, Stripe, Shopify, or onboarding systems.
• Experience improving onboarding journeys, documentation, or operational processes.