Customer Onboarding Specialist

The role

You will lead live onboarding sessions for new small business customers and guide them through setup. You will connect their Google Business and Facebook profiles, launch their Topline Pro site, and follow up to finish onboarding within three weeks.

What you will do

• Lead live onboarding sessions with new customers and ensure a smooth, successful setup
• Walk customers through connecting their Google Business and Facebook profiles and launching their Topline Pro site
• Troubleshoot setup issues in real time and guide users through simple technical steps
• Follow up with customers to complete onboarding milestones within three weeks
• Support Spanish-speaking customers to make onboarding accessible and inclusive
• Collaborate closely with Sales, Customer Success, and Support to ensure a seamless customer journey
• Share feedback and ideas to continually improve the onboarding experience and internal processes

Required qualifications

• 1+ year in a customer-facing role such as onboarding, support, or customer success
• Clear, friendly communicator who can explain technical steps in plain language
• Strong organization skills with the ability to manage multiple onboarding sessions
• Solid technical aptitude, quick learner and confident user of digital tools
• Proactive and calm under pressure, with strong problem-solving instincts
• Fluent in English

Nice to have

• Customer-facing experience in onboarding, support, or customer success
• Spanish fluency

Benefits

• Full Medical, Dental, and Vision Health Coverage
• Computer and workspace enhancements
• 401(k) plan (non-matching)
• Unlimited vacation, 9 company holidays including election day, and 1 personal volunteer day a year
• Company-paid Wellhub membership for fitness and wellness
• Dinner covered with Uber Eats and a stocked kitchen
• Opportunity to take on significant responsibility and ownership in scaling a product

Before you apply

• Hiring process: Recruiter Screen, Onboarding Team Lead Screen, VP of Customer Success Screen, Case Study Onsite, Cofounder Screen

About the company

Topline Pro is building an AI-powered Shopify for service businesses such as roofers, landscapers, painters, and cleaners. The company is YC-backed, has 120+ employees, and serves thousands of local service businesses.