[Hiring] Product Onboarding Specialist @Atomic HR

Role Description

This is not a "read the script and close the ticket" role. You'll own the customer experience from kickoff to launch. That means learning the product inside and out, understanding how each park actually operates, and setting customers up so the platform fits their real-world workflows.

Every campground is different: unique rate rules, site layouts, seasonal patterns, and different levels of comfort with technology. Your job is to simplify that complexity. You'll anticipate where customers get stuck and guide them before it becomes a blocker.

Success looks like smooth launches, confident customers, and product and engineering teams hearing clearly what customers need.

• Guide new customers through onboarding end to end, from kickoff calls to go-live
• Become a true expert on the platform, including availability, rates, payments, site maps, reporting, and guest communication
• Deliver tailored demos that turn complex features into simple, practical examples
• Build onboarding plans, setup checklists, and clear follow-up emails after every call
• Spot common points of confusion early and address them proactively
• Share specific customer insights, recurring questions, and pain points with product and engineering
• Keep notes, next steps, and setup details organized in CRM and tracking tools
• Stay calm, responsive, and organized during peak-season urgency

Qualifications

• 2+ years of customer-facing experience, ideally in SaaS onboarding, implementation, customer success, support, or product training
• Experience onboarding or training customers on a software product
• The ability to explain complex software in plain language to non-technical users
• Real curiosity about product details, and enjoyment of becoming the go-to expert
• Strong organization and follow-through across calls, notes, and next steps
• Comfort with CRM, helpdesk, or project-tracking tools
• Excellent written and spoken English
• Patience and empathy with users who feel overwhelmed by new tools, including when you're explaining the same concept for the third time

Bonus Points

• Experience in hospitality, reservations, booking, or payments software
• Background in implementation work with complex, configurable setups
• Experience turning customer feedback into clear, actionable notes for product teams

Benefits

• Remote setup with schedule overlap for customer calls and team collaboration
• Compensation of $1,500–2,000 USD, based on experience
• Growth paths into customer success ownership, implementation leadership, product education, or customer operations
• A lean, hands-on team where your work is visible and valued
• The chance to help small businesses in outdoor hospitality modernize and grow
• Direct influence on the product through the customer insights you bring back

Interview Process

• Application review and screening call with Atomic HR
• Customer-facing interview, walking through your onboarding or implementation experience
• Hiring team conversation on product curiosity, ownership, and handling customer complexity
• Practical exercise, such as explaining a feature, running an onboarding scenario, or writing a customer follow-up
• Final conversation and offer