SaaS Onboarding Specialist (Remote)

Why the company?

Help us build solutions that build better lives. At the company, we show up to work every day to make a difference for real people: the home service professionals that support America’s 100 million homes. We’re all about the Pro, and dedicate our days to helping them streamline operations, scale their businesses, and—ultimately—save time so they can be with their families and live well.

While our headquarters are based in Denver, Colorado, our team spans the globe, with teammates across Brazil, Poland, the Philippines, Mexico, and beyond. We care deeply about our customers and foster a culture where our company, people and Pros grow and succeed together—no matter where they’re based. Leadership is as focused on growing team members’ careers as they expect their teams to be on creating solutions for Pros.

We also offer

• Paid holidays and flexible, take-it-as-you-need-it scheduled time off

• A culture built on innovation that values big ideas, no matter where they come from

Role Overview

As a Specialist, Onboarding, you are a professional who thrives in ensuring a seamless and positive onboarding experience for our service professionals (our Pros) to our platform. You are responsible for coordinating and facilitating customer onboarding, while providing exceptional customer service and answering Pros' questions and concerns.

As the dedicated and primary point of contact during the most critical window post-enrollment, you take ownership of the Pro experience, guiding them through early adoption, building confidence, and ensuring they realize value quickly. You bring a proactive approach to addressing challenges, empathy, and problem-solving skills to help better our team and improve the lives of our Pros. You operate with an ownership mindset, acting as a continuation of the sales experience by reinforcing the value of HCP and ensuring Pros feel confident they made the right decision.

Our team is passionate, empathetic, hard working, and above all else focused on improving the lives of our Pros. Our success is their success.

What You Do Each Day

• Own relationship during initial onboarding phase for new Pros including account activation and transition, adoption and product utilization, relationship building, and delivery of product and service value

• Serve as the primary and dedicated resource for Pros during their early lifecycle, ensuring a smooth transition from sales through onboarding

• Reinforce and “resell” the value of HCP, helping Pros build confidence in their decision and driving early product adoption

• Effectively communicate client information, trends, and feedback across teams (i.e. Sales, Marketing, Engineering, and Tech Support)

• Partner cross-functionally to support Pro success, especially collaborating with Account Managers to mitigate risk, drive retention, and ensure long-term growth

• Develop, prepare, and nurture our Pros for advocacy, using a consultative and empathetic approach

• Identify opportunities for expansion, recommend areas for improvement, and proactively look for ways to better our Pros experience

• Manage details, timelines, and action to drive efficiency

• Improve our Pros opportunities by leveraging qualitative and quantitative analysis

• Develop processes that distinguish our brand by exceeding customer expectations in support delivery

• Eloquently troubleshoot technical issues, have deep product knowledge, and think outside the box for solutions

Qualifications

• 1-3+ years experience in full-time customer success, implementation or sales

• Bachelor's degree or equivalent experience in a related field

• Proven success in developing relationships with new customers and exceeding success metrics

• Ability to work the scheduled shifts: Monday - Friday 9am-6pm PST

• Advanced English proficiency

What Will Help You Succeed

• Self-starter with motivation, drive, and ability to work in a fast paced environment

• Strong problem solving skills

• Excellent written and verbal communication skills

• Prompt attention to detail

• Strong time management and organizational skills

• Experience using AI tools to increase quality and efficiency of work

• A natural curiosity backed by action; you are multi-dimensional (volunteering, creative outlets, side projects, hobbies, athletics), with a proven ability to successfully start over, learn from scratch, and thrive in new environments

Location Dependent Information

This role is open to candidates and the expected compensation range for this role is $28,000-$30,000 annual OTE (includes $24,000 base plus variable bonus).   The specific rate for the successful candidate will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. The company is growing fast and we’re scaling our team to help enable and accelerate our growth.

Founded in 2013, the company helps home service professionals (Pros) streamline every aspect of their business. With easy-to-use tools for scheduling, dispatching, payments, and more, the company enables Pros to save time, grow profitably, and provide best-in-class service.

The company’s brand portfolio includes Business Coaching by the company, a business coaching solution for home services businesses. Our brands are united by a singular mission to champion our Pros to success.

We support more than 50,000 businesses and have over 2,000 ambitious, mission-driven, genuinely fun-loving teammates across the globe. If you want to do work that impacts real people, supported by a team that will invest in you every step of the way, we’d love to hear from you.

The company celebrates diversity and we are committed to creating an inclusive environment. We are an equal opportunity employer and do not discriminate on the basis of gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law.   #LI-Remote

Privacy Notice for California Job Candidates - the company

Use of Artificial Intelligence in Hiring and Engagement Processes: we may use artificial intelligence (AI)-powered tools to support the review and evaluation of employment and independent contractor applications, including screening and qualification assessments. All final hiring and engagement decisions are made by human representatives, not AI tools.

Any specific metrics, targets, or performance goals referenced in this posting are illustrative only and are subject to change based on evolving business needs.