Fullsteam · 8 hours ago
Onboarding Specialist
United States
Full-time
Remote
Mid Level
3+ years expFullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish. The Onboarding Specialist is responsible for guiding new users through their free trial and first 30 days of their subscription, ensuring they are set up properly and receive timely support to prevent early churn.
PaymentsSoftware
Responsibilities
Conduct onboarding video calls to help users set up their accounts and learn core platform features
Lead Virtual Shop setup calls to configure online booking and related tools
Provide basic Q&A support to trial users and early subscribers
Respond to customer questions through live chat in a timely and helpful manner
Complete account setup services for customers who request hands-on assistance
Execute account transfer services for new locations or franchise accounts
Proactively reach out to users within their first 30 days to offer onboarding support
Identify early signs of confusion or disengagement and intervene before churn occurs
Document onboarding activities and customer interactions in the CRM
Escalate complex issues to senior support or account management when necessary
Qualification
Required
Bachelor's Degree
3-5 years of experience in the role
Strong communication skills (video, chat, and written)
Ability to explain software features in a clear, simple way
Basic technical aptitude and willingness to learn the product deeply
Customer-first mindset with a focus on helping users succeed
Empathy and patience when working with new users
Comfort guiding users through step-by-step setup processes
Ability to spot confusion or frustration early
Strong organization and time management skills
Ability to manage multiple onboarding sessions and chat conversations
Experience with or willingness to learn CRM and support tools
Coachable and eager to develop into more advanced customer success or account management roles
Comfortable working in a fast-paced SaaS environment
Company
Fullsteam
Backed by Aquiline Capital Partners and ADIA, Fullsteam is a dynamic and growing team of 1,700 employees committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Aquiline Capital PartnersSixth Street
2023-05-25Private Equity
2021-12-02Private Equity
Leadership Team
Bradley Friemel
Chief Technology Officer, Rentals Vertical
Charles Freund
Chief Financial Officer
Recent News
Company data provided by crunchbase