Customer Onboarding Specialist

• Collaborate closely with customers to understand their goals, use cases and needs
• Help customers maximize the value of the Respond.io platform
• Translate customer problems and pain points into clear, result-driven goals
• Guide customers through onboarding after sign-up
• Help customers set up channels, AI Agents and automations so they are live and handling leads
• Act as a point of contact for customer issues and ensure timely resolution
• Develop and maintain strong relationships with internal and external stakeholders
• Monitor and report on customer satisfaction and platform usage
• Focus on high satisfaction and retention rates
• Acquire in-depth knowledge of the Respond.io platform
• Identify opportunities for customer growth in collaboration with Sales and Customer Success teams

• 2+ years of B2B SaaS experience in customer onboarding, implementation or Customer Success
• Experience working with international customers and handling global accounts
• Strong communication skills in Portuguese and English
• Ability to address customer concerns effectively
• Ability to uncover customers' true objectives and translate problems and pain points into result-driven goals
• Proficiency in optimizing complex business processes
• Familiarity with business messaging platforms, CRM systems, and Customer Success tools
• Curiosity about AI and willingness to set up and test AI Agents for customers
• Passion for digital transformation and understanding diverse businesses
• Ability to provide customer feedback and insights to various departments for product improvement
• Confidence in technical conversations involving APIs, webhooks and integrations
• Ability to quickly grasp technical concepts and become an expert in the software
• Empathetic, organized and self-driven, with ability to manage multiple customers in parallel and follow up independently
• Ability to work hours that overlap with customers' time zones
• Ability to work as an agile team player in a fast-paced start-up environment

• Mental health allowance
• Flexible working environment
• Flexible working hours
• Virtual events, including talent shows, Among Us nights, and online game sessions
• Highly competitive compensation package