[Hiring] Customer Onboarding Specialist @Respond.io

Role Description

At respond.io, the Customer Onboarding Specialist is the first person a new customer works with after they sign up and subscribe. You guide customers to a live setup that works for their business and helps them get more value and better results from every conversation: channels connected, AI and automations configured, and leads being handled.

Our ideal candidate has experience working in a B2B SaaS company in onboarding, implementation or customer success. We are seeking someone who can turn a customer's goals into a clear plan and make sure they have a great experience and see real results while working with us.

Responsibilities

• Collaborate closely with customers to understand their goals, use cases and needs, and help them maximize the value of the Respond.io platform.
• Translate customers' problems and pain points into clear, result-driven goals, and help them see the value they get from the platform.
• Guide customers through onboarding after they sign up, ensuring a positive and smooth experience.
• Help customers set up their 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 both internal and external stakeholders.
• Monitor and report on customer satisfaction and platform usage, with a focus on high satisfaction and retention rates.
• Acquire in-depth knowledge of the Respond.io platform and identify opportunities for customer growth, collaborating with the Sales and Customer Success teams.

Qualifications

• 2+ years of B2B SaaS experience in customer onboarding, implementation or Customer Success.
• Experienced in working with international customers and handling global accounts.
• Attentive listener with an ability to address customer concerns effectively.
• Strong communication skills in Portuguese and English to convey complex ideas clearly.
• Able to dig deeper than the customer's request to uncover their true objectives, translate their problems and pain points into result-driven goals, and make customers see the value of the platform.
• Proficient in optimizing complex business processes.
• Familiarity with business messaging platforms, CRM systems, and Customer Success tools.
• Curious about AI and keen to set up and test AI Agents for customers.
• Passionate about digital transformation and understanding diverse businesses.
• Ability to provide customer feedback and insights to various departments for product improvement.
• Confident in technical conversations: APIs, webhooks and integrations don't intimidate you, you quickly grasp technical concepts, and you are keen to become an expert in our software.
• Empathetic, organized and self-driven: you manage multiple customers in parallel and follow up without being chased.
• Able to work hours that overlap with your customers' timezone.
• An agile team player who is excited by the fast-paced start-up environment and is eager to make a difference.

Benefits

• You will become part of an amazing culture with smart, collaborative teammates who actually care about each other's growth and success.
• You will grow more here than you would anywhere else, that is a promise.
• Virtual events like talent shows, Among Us nights, and online game sessions to keep the fun going, no matter where you are!
• We offer a highly competitive compensation package.
• You'll receive a mental health allowance to support your health and wellness needs.
• Flexible working environment and working hours that fit your lifestyle, wherever you're based.