Product Onboarding Specialist

As a Product Onboarding Specialist, you will guide new customers from their initial kickoff through successful platform adoption and go-live.
You will become an expert in a configurable SaaS product and help customers adapt it to their unique operational workflows.
Your ability to simplify complex features will be essential when supporting users with different levels of technical confidence.
You will create tailored onboarding experiences, anticipate potential blockers, and ensure customers feel confident using the platform.
The role combines customer education, implementation support, organization, and proactive problem-solving.
You will also serve as an important bridge between customers and internal product and engineering teams by sharing actionable insights and recurring needs.

• 2+ years of customer-facing experience, ideally in SaaS onboarding, implementation, customer success, support, or product training.
• Demonstrated experience onboarding or training customers on software products.
• Ability to explain complex software concepts clearly and patiently to non-technical users.
• Strong product curiosity and willingness to develop deep expertise and become a trusted product resource.
• Excellent organization, follow-through, and attention to detail across customer calls, documentation, and action items.
• Comfortable working with CRM, helpdesk, project-management, or customer-tracking tools.
• Excellent written and spoken English communication skills.
• Strong patience and empathy when supporting customers who may feel overwhelmed by new technology.
• Ability to manage multiple customer workflows while maintaining consistent communication and follow-through.
• Experience in hospitality, reservations, booking, or payments software is a plus.
• Background in implementation involving complex or highly configurable setups is desirable.
• Experience translating customer feedback into clear, actionable information for product teams is an advantage.