Customer Onboarding Specialist
Posted Updated
Description
- Reporting to a Manager, Customer Onboarding, our Customer Onboarding Specialists play a pivotal role in welcoming new home service businesses to Jobber and setting them up for long-term success
- By removing technical barriers, streamlining digital payments, and guiding Service Providers (SPs) through a structured onboarding journey, we ensure a smooth start and position them to get real value from Jobber quickly
- As a Customer Onboarding Specialist, you’ll manage a portfolio of home service businesses and act as their trusted advisor through onboarding
- You’ll guide each customer through a defined progression, from their first kickoff conversation to full activation in their first 90 days, working to clear milestones and service commitments along the way
- You’ll also collaborate closely with cross-functional teams across Jobber, including Sales, Customer Success, and R&D, to keep improving how we onboard
- Guide a portfolio of new customers through a structured onboarding progression, from kickoff to activation, hitting clear milestones and timelines along the way
- Be a product expert so our customers are set up for success from day one, driving the value of features, workflows, and how to use Jobber effectively for their business
- Actively listen to customers’ needs, build strong relationships, and deliver customer focused solutions rooted in empathy
- Be patient and reliable for our customers when things aren’t going the way they expected
- Use AI-assisted workflows every day for session prep, follow-ups, and account context, so more of your time goes to the customer conversation itself
- Drive and encourage feedback loops that strengthen a customer retention mindset across the team
- Strive for execution excellence by helping optimize our tooling, processes, and workflows
- Become an ambassador of our culture by being humble, supportive, and someone who truly gives a sh*t!
- Please note: To better support our customer our Customer Onboarding Specialist team works a weekday shift and will require the ability to work one weekend day every four weeks to better serve our customers. This changes depending on daylight savings time
- In the winter the schedule would be Monday to Friday from 9am to 6pm MT and in the summer, it would be Monday to Friday from 8am to 5pm MT, inclusive of a 1-hr lunch
- A track record of exceptional customer support and onboarding of new customers to complex products
- A performance driven, achievement oriented mindset with a bias for action and an eagerness to take initiative
- Comfort operating inside structured systems: defined playbooks, milestones, and metrics, while still bringing judgment and a personal touch to every customer
- Next level communication and relationship building abilities. We move fast, which means you’ll need to build a high degree of trust with peers, key stakeholders, and the customers who are our life blood
- Agility and adaptability in a fast-paced environment. We’re growing fast and things change every day. What worked yesterday might not work anymore, and you need to be energized by that kind of challenge
- Customer service experience, ideally in a role providing high touch customer service. Bonus points for high volume and SaaS environments
- Hands-on comfort using AI tools in your daily work, and the adaptability to keep pace as our tooling and workflows evolve
- Experience with a modern CRM and scheduling stack (we use Salesforce, Chili Piper, and Slack) and the ability to pick up new tools quickly
- An incredible passion for our customers and a connection to our purpose: to help small businesses be more successful