[Hiring] Onboarding Specialist @Puzzle.io

Role Description

As an Onboarding Specialist, you’ll be the primary point of contact for new customers during their early journey with Puzzle. You’ll help them understand their numbers, configure their accounts correctly, and feel confident using our platform from day one. You’ll act as a trusted guide—translating accounting concepts into plain language and ensuring customers are set up for long-term success. This role is perfect for someone who enjoys building relationships, explaining complex topics simply, and being on the front lines with customers.

This is an opportunity to join a well-funded, fast-growing startup led by experienced founders and make a real impact on how modern businesses experience accounting. If you love helping people, enjoy talking through numbers, and want to shape the customer experience from the ground up, we’d love to meet you.

Qualifications

• 1–3 years of customer-facing experience (customer success, onboarding, support, accounting, or similar)
• Working knowledge of bookkeeping and accounting fundamentals is a must
• Strong verbal and written communication skills - able to explain complex ideas clearly and empathetically
• Energized by talking to customers and building relationships
• Highly organized and comfortable managing multiple onboarding workflows at once
• Curious, adaptable, and excited to learn new tools and processes

Requirements

• Lead 1:1 onboarding calls with new customers to set up their Puzzle account and core workflows
• Guide customers through bookkeeping and accounting concepts relevant to startups and small businesses
• Support data migrations from other accounting platforms (e.g., QuickBooks, Xero), ensuring accuracy and a smooth transition
• Serve as a friendly, knowledgeable first point of contact via video, email, and chat
• Proactively identify gaps, risks, or opportunities during onboarding and recommend best practices
• Partner closely with Customer Success, Product, and Engineering teams to surface feedback and improve the onboarding experience
• Help refine onboarding playbooks, templates, and documentation as we scale
• Ensure customers complete onboarding feeling confident, informed, and excited to use Puzzle

Benefits

• Competitive pay
• 100% paid employee health, dental, and vision plans (U.S. & Canada vary)
• 10 observed holidays and a flexible PTO policy so you can recharge
• $1000 home office budget to get you set up for success
• $2400 co-working budget for face time with your colleagues
• $600 learning and development budget
• 401K so you can save for your future
• And much more