Customer Onboarding Specialist

Most SaaS churn isn't a product problem. It's an onboarding problem. Users sign up, get confused in the first week, never reach a meaningful result, and cancel before the second billing cycle. The product was fine. The experience wasn't.

We're hiring a Customer Onboarding Specialist to close that gap. Your job is to get every new customer from "signed up" to "this is actually working for me" before they have a reason to leave.

Here's how you'll approach it:

1. Reach out to every new customer within 24 hours of signup — confirm their goal and schedule a call if setup is non-trivial
2. Guide them through the features relevant to their specific use case, not a generic product tour
3. Follow up at days 7 and 14 to check progress and remove whatever is blocking them
4. Flag accounts going quiet before they churn — proactive outreach, not reactive damage control
5. Feed common friction points back to the product team with specific context

Strong written and verbal English required — you're the first human voice customers hear after signup. Prior experience in SaaS onboarding or customer success is a hard requirement. Familiarity with Intercom or a comparable tool is expected.