Product Onboarding Specialist

• Guide new customers through onboarding end to end, from kickoff calls to go-live
• Become an expert on the platform, including availability, rates, payments, site maps, reporting, and guest communication
• Deliver tailored demos using simple, practical examples
• Build onboarding plans, setup checklists, and follow-up emails after every call
• Identify and proactively address common points of confusion
• Share customer insights, recurring questions, and pain points with product and engineering
• Maintain organized notes, next steps, and setup details in CRM and tracking tools
• Remain calm, responsive, and organized during peak-season urgency

• 2+ years of customer-facing experience, ideally in SaaS onboarding, implementation, customer success, support, or product training
• Experience onboarding or training customers on a software product
• Ability to explain complex software in plain language to non-technical users
• Curiosity about product details and enjoyment of becoming the go-to expert
• Strong organization and follow-through across calls, notes, and next steps
• Comfort with CRM, helpdesk, or project-tracking tools
• Excellent written and spoken English
• Patience and empathy with users who feel overwhelmed by new tools
• Experience in hospitality, reservations, booking, or payments software is a bonus
• Background in implementation work with complex, configurable setups is a bonus
• Experience turning customer feedback into clear, actionable notes for product teams is a bonus

• Remote setup with schedule overlap for customer calls and team collaboration
• Growth paths into customer success ownership, implementation leadership, product education, or customer operations
• A lean, hands-on team where your work is visible and valued
• The chance to help small businesses in outdoor hospitality modernize and grow
• Direct influence on the product through the customer insights you bring back