[Hiring] Onboarding Specialist @Uscreen

Role Description

At Uscreen, we help creators build something that lasts, powering independent video businesses to build sustainable revenue and scale their impact. As an Onboarding Specialist, you'll play a critical role in delivering a seamless and empowering experience for new Uscreen customers. From first contact through launch, you'll guide customers through the onboarding journey and ensure successful adoption of our platform.

In this role, you'll blend project management, platform expertise, and customer relationship building to create a strong foundation for long-term success. You'll do it inside an AI-native team, using AI to move faster, personalize every customer touchpoint, and focus on high-judgment work that drives launches.

• Serve as the primary point of contact for new customers during their onboarding and platform launch.
• Manage an onboarding book of business of 50 to 80 customers at a time, keeping every launch organized, on track, and moving toward activation.
• Deliver a proactive, high-touch onboarding experience for our high-value customers, using AI to tailor communications, anticipate needs, and keep every launch on track.
• Guide customers step-by-step through platform setup, configuration, and activation.
• Deliver training, product education, and light technical support so customers feel confident using the platform, building and refining reusable resources (guides, templates, walkthroughs) with the help of AI tools.
• Partner with internal launch stakeholders, including the App Launch and Migrations teams, to coordinate seamless platform activations.
• Drive adoption and reduce time-to-value by aligning onboarding activities with customer goals and ROI expectations.
• Monitor progress and proactively surface blockers or risk factors that could delay launch or affect customer satisfaction.
• Communicate with your customer portfolio via email, phone, video, and SMS, based on customer preferences and urgency.
• Use AI daily to draft customer-facing communications, summarize calls and account context, prep for kickoffs, and automate repetitive steps.
• Contribute to how the team works with AI by sharing prompts, workflows, and improvements.
• Support internal feedback loops by sharing onboarding insights with the product, support, and customer success teams.

Qualifications

• 3+ years of experience in Implementation, Customer Success, or Account Management, ideally in a SaaS environment.
• Hands-on experience using AI tools (e.g. ChatGPT, Claude, or similar) in your day-to-day work.
• Strong judgment for when to rely on AI and when to step in.
• Proven ability to manage multiple onboarding projects simultaneously with exceptional attention to detail.
• Strong communication and relationship-building skills, with a proactive, customer-first mindset.
• Confidence explaining technical concepts in a simple, approachable way.
• Experience collaborating cross-functionally to execute client deliverables on time.
• High adaptability, a sense of urgency, and comfort working remotely.
• Curiosity and a growth mindset toward emerging AI tools and workflows.
• Familiarity with platforms related to video hosting, content creation, or digital communities is a bonus.
• Passion for helping customers succeed and a team-player attitude.

Benefits

• Competitive compensation.
• Clear growth plan to help you reach the next level at Uscreen.
• 100% Remote work from anywhere with stable internet.
• Flexible, unlimited PTO policy to unwind and recharge.
• Flexible parental leave.
• Generous WFH stipend for ergonomic home office setup.
• Option to pay for coworking space if WFH isn't suitable.