Product Onboarding Specialist

Accountabilities:: Guide new customers through the complete onboarding journey, from kickoff calls and initial setup through go-live. Develop deep product expertise across availability, rates, payments, site maps, reporting, guest communication, and other core platform capabilities. Deliver tailored product demonstrations that translate complex functionality into clear, practical examples. Build onboarding plans, setup checklists, follow-up communications, and other resources that keep customers aligned and progressing. Identify common points of confusion or potential blockers early and proactively guide customers toward effective solutions. Maintain accurate customer notes, setup information, next steps, and follow-up activities in CRM and project-tracking tools. Share specific customer feedback, recurring questions, workflow challenges, and product pain points with product and engineering teams. Remain calm, responsive, and organized when managing urgent customer needs, particularly during peak operating periods. Requirements: 2+ years of customer-facing experience, ideally in SaaS onboarding, implementation, customer success, support, or product training. Demonstrated experience onboarding or training customers on software products. Ability to explain complex software concepts clearly and patiently to non-technical users. Strong product curiosity and willingness to develop deep expertise and become a trusted product resource. Excellent organization, follow-through, and attention to detail across customer calls, documentation, and action items. Comfortable working with CRM, helpdesk, project-management, or customer-tracking tools. Excellent written and spoken English communication skills. Strong patience and empathy when supporting customers who may feel overwhelmed by new technology. Ability to manage multiple customer workflows while maintaining consistent communication and follow-through. Experience in hospitality, reservations, booking, or payments software is a plus. Background in implementation involving complex or highly configurable setups is desirable. Experience translating customer feedback into clear, actionable information for product teams is an advantage. Benefits: Remote work with schedule overlap for customer calls and team collaboration. Compensation of $1,500–$2,000 USD, based on experience. Clear growth opportunities toward customer success ownership, implementation leadership, product education, or customer operations. Opportunity to work in a lean, hands-on environment where individual contributions are visible. Chance to support small and mid-sized businesses in modernizing and growing their operations. Direct influence on product improvements through customer insights and feedback. Customer-focused role combining product expertise, education, implementation, and problem-solving.