Job Opportunities

Onboarding Lead/Engineer

As the Onboarding Lead, you will be the first dedicated team member focused on guiding new customers through their onboarding journey. You’ll design and implement a scalable onboarding process, act as the primary point of contact for new customers, and ensure they achieve value quickly. This role requires excellent English communication skills since most customers are based in Australia, New Zealand, and the U.S., and you will interact with both technical and business stakeholders.

Key Responsibilities:

- Own the end-to-end customer onboarding journey, ensuring new customers move from contract to live usage smoothly and successfully.
- Develop a repeatable, scalable onboarding playbook, including clear documentation, milestones, and success criteria.
- Serve as the primary point of contact for new customers during onboarding, guiding them through setup, integrations, data ingestion, and product enablement.
- Work closely with the Product and Engineering teams to translate onboarding feedback into product improvements and reduce friction points.
- Build and maintain onboarding resources (guides, videos, checklists, templates) to help customers achieve value quickly.
- Identify and resolve onboarding challenges proactively, escalating issues internally when needed.
- Track onboarding metrics (time-to-value, activation rates) and continuously improve the process.
- Conduct kickoff calls and training sessions tailored to the customer’s technical and business context.
- Comfortable interacting with both technical stakeholders (like engineers) and business stakeholders (like product managers) on the customer side.
- E-commerce experience is a plus but not required; we value any SaaS onboarding experience.

Requirements:

- Excellent English communication skills, with the ability to support customers in Western markets.
- Experience in a customer-facing onboarding, implementation, or customer success role within a SaaS environment.
- Ability to create and refine onboarding processes and materials from scratch.
- Strong problem-solving skills and comfort with light technical troubleshooting.
- Willingness to work flexible hours to accommodate different time zones as needed.
- Demonstrable experience working with global customers. This is a must have requirement

Nice to Have:

- Experience in the e-commerce sector.