Product Onboarding Specialist

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Guide new clients through the complete onboarding process, starting from kickoff calls to go-live.

• Become proficient in the platform, including aspects such as availability, rates, payments, site maps, reporting, and guest communication.

• Provide customized demonstrations utilizing straightforward, practical examples.

• Create onboarding strategies, setup checklists, and follow-up emails after each call.

• Identify and proactively resolve common areas of confusion.

• Relay customer insights, recurring inquiries, and challenges to the product and engineering teams.

• Keep well-organized notes, next steps, and setup details in CRM and tracking tools.

• Stay composed, responsive, and organized during high-demand peak seasons.

⛳️ Requirements

• Minimum 2 years of experience in customer-facing roles, preferably in SaaS onboarding, implementation, customer success, support, or product training.

• Experience in onboarding or training clients on a software product.

• Capability to convey complex software concepts in simple language to non-technical users.

• Curiosity about product specifics and a passion for becoming the go-to expert.

• Strong organizational skills and follow-through on calls, notes, and next steps.

• Proficiency with CRM, helpdesk, or project-tracking tools.

• Exceptional written and verbal English communication skills.

• Patience and empathy towards users who may feel overwhelmed by new tools.

• Experience in hospitality, reservations, booking, or payments software is a plus.

• Background in implementation work with intricate, configurable setups is an advantage.

• Experience in translating customer feedback into clear, actionable notes for product teams is a bonus.

🏝️ Benefits

• Remote work setup with schedule overlap for customer calls and team collaboration.

• Opportunities for career advancement into customer success ownership, implementation leadership, product education, or customer operations.

• A streamlined, hands-on team where your contributions are visible and appreciated.

• The opportunity to assist small businesses in the outdoor hospitality sector to modernize and expand.

• Direct impact on the product through the customer insights you provide.