[Hiring] Customer Onboarding Specialist @Porch Group

Role Description

The future is bright for the Porch Group, and we’d love you to be a part of it as a Customer Onboarding Specialist. The Customer Onboarding Specialist supports new customers from account setup through successful product adoption. This role combines behind-the-scenes account configuration—including company information, logos, agreements, pricing, and other setup details—with customer-facing onboarding and virtual training.

• Prepare new customer accounts for a successful launch by configuring key account settings, including company logos, agreements, pricing, and other setup details.
• Guide customers through the onboarding process by engaging with them via phone and email, scheduling and conducting on-camera virtual onboarding meetings, and providing follow-up after training.
• Conduct engaging virtual training sessions to help customers understand the software, build confidence, and successfully adopt it into their business.
• Manage a combination of scheduled customer onboarding sessions and independent account setup work while meeting expected timelines and maintaining accuracy.
• Build strong relationships with customers by establishing rapport, listening to their needs, and creating a positive onboarding experience.
• Identify customer needs and opportunities to introduce additional features or modules that could enhance their experience and provide additional value.
• Take ownership of the onboarding experience, proactively addressing challenges and coordinating with internal teams when additional assistance is needed.
• Provide prompt and effective customer support via phone, chat, and email while thoroughly documenting interactions, customer progress, and next steps.
• Maintain accurate internal records and communicate clearly with teammates regarding account setup, onboarding progress, outstanding needs, and customer concerns.

Qualifications

• 2+ years of experience in Customer Service, Customer Success, Customer Onboarding or Account Management.
• Strong presentation and interpersonal skills with the ability to confidently engage and educate customers in a virtual environment.
• Advanced English proficiency with clear verbal and written communication skills, including the ability to confidently conduct live customer training and communicate with English-speaking customers by phone, video, and email.
• Strong attention to detail and accuracy when configuring customer accounts and completing setup tasks.
• Excellent time-management and organizational skills with the ability to balance scheduled customer meetings, account builds, and follow-up responsibilities.
• Comfortable learning and working with technology, including desktop and mobile software.
• Ability to follow established processes while maintaining natural, conversational communication with customers.
• Self-motivated with the ability to work independently while also collaborating effectively within a team.
• Strong problem-solving skills with a willingness to take ownership of issues and work toward resolution.
• Strong listening comprehension with the ability to understand customer needs and translate them into appropriate next steps.
• Dependable and committed to consistent attendance, productivity, and performance excellence.
• Experience working with global and/or US based business teams.

Requirements

• Workspace: A quiet space to work, an internet connection of at least 30 Mbps download | 10 Mbps upload.

Benefits

• Monthly Salary: COP 4,000,000.00 to COP 4,700,000.00.