[Hiring] Customer Onboarding & Support Specialist @Rex Software

Role Description

At Rex Software, Rex CRM Onboarding Specialists play a critical role as the key account owners for all newly onboarding Rex CRM clients. Their core responsibility is to ensure new customers are set up for success, transitioning smoothly onto the Rex CRM platform and confidently engaging with its core features from day one.

• Provide structured support, education, and training throughout the onboarding journey.
• Ensure each client feels confident using Rex CRM and understands how to embed it effectively into their daily workflows.
• Deliver exceptional service during onboarding and support early adoption beyond go-live.
• Tailor training based on experience levels, business needs, and team structures.
• Improve onboarding practices and contribute ideas to evolve internal processes.
• Drive customer outcomes, product adoption, and overall satisfaction with Rex CRM.

Qualifications

• Experience working in the real estate industry (preferred but not essential)
• Experience working within a sales, CRM, onboarding, or customer success environment
• Experience using CRM software, ideally within a real estate or SaaS context
• Strong written and verbal communication skills
• Ability to calmly and confidently navigate customer concerns or conflict
• Strong time management and task prioritisation skills
• A collaborative team player who enjoys supporting others
• Strong problem-solving skills with a customer-first mindset
• Comfortable working in a fast-paced, scaling SaaS environment
• Well-developed customer service skills with a focus on relationship building
• Strong organisational and planning skills
• A curious learner with a genuine interest in continuous improvement and learning new systems

Requirements

• Manage the onboarding of new Rex accounts over a 4–12 week period, including structured onboarding plans, training sessions, and Q&A support.
• Act as the primary point of contact for newly onboarding clients, ensuring a smooth and positive transition onto Rex CRM.
• Facilitate best-in-class training sessions tailored to different user roles and experience levels within each client organisation.
• Conduct onboarding health checks at defined milestones to assess adoption, engagement, and potential risks.
• Drive strong adoption and engagement with Rex CRM features, supporting clients to embed the system into daily operations.
• Provide regular reporting on onboarding progress, health checks, risks, churn indicators, and related project work.

Benefits

• Extra day off to celebrate your birthday
• Additional holiday leave accrued each year (capped)
• Volunteer leave
• Opportunity to work anywhere in the world for up to 4 weeks
• Health insurance and additional health and wellbeing benefits