Onboarding Specialist

NOTE: This is a FULLY remote role but the candidate must be based in the Philippines to collaborate with their team and peers. Please only apply if you are physically based in the Philippines.

Hostaway is a SaaS startup that is transforming the vacation rental industry. With innovative solutions and partnerships with giants like Airbnb Vrbo and Booking.com we're taking on the competition and winning. Leveraging our customer-centric core values we consistently deliver results that encourage growth learning and innovation for our team our customers and the industry.

As a profitable and growing company this role is necessitated by our continued growth.

About the role:

As a Customer Onboarding Specialist you will be instrumental in the first stages of our customer’s journey. You will ensure that new clients are transitioned smoothly and effectively onto our platform setting them up for success from day one. This position requires a deep understanding of customer engagement and a passion for delivering outstanding service. You will also become an expert user of all Hostaway products.

Responsibilities:

• Implement effective onboarding processes for new customers ensuring a seamless transition and a solid foundation for their success.

• Conduct initial training sessions and demonstrations tailored to customer needs promoting a deep understanding of our product features and capabilities.

• Develop customized onboarding materials and resources in English

• Maintain clear consistent and proactive communication with new customers throughout the onboarding process.

• Collaborate with the sales and customer success teams to identify opportunities for customer satisfaction improvement and to streamline the onboarding process.

• Monitor and report on the effectiveness of onboarding initiatives using customer feedback and onboarding metrics to drive continuous improvement.

• Serve as the primary point of contact for new customers during the onboarding phase addressing any issues and ensuring they are resolved promptly.

• At least 2 years of experience in customer onboarding or customer success within the SaaS industry.

• Fluent proficiency in English is mandatory to communicate with customers. English is also our company language used internally.

• Ability to work North American hours to align with our customer's needs.

• Proven ability to manage multiple onboarding projects simultaneously while maintaining sharp attention to detail.

• Strong interpersonal skills and the ability to create a positive first impression with new customers.

• Excellent communication presentation and training skills.

• Ability to quickly adapt to new technologies and continuously update skills in a fast-paced environment.

• Strong problem-solving skills and the ability to think critically.

What we offer:

• Competitive Compensation: We offer competitive pay based on market rates in the country of the applicant.

• 100% Remote: Enjoy the freedom to work from anywhere within your country of residence—be it a co-working space your home office or even your dining room table. The choice is yours. Just don’t ask to work in our office (we don’t have one).

• Equity: Every role in our company comes with valuable stock options in a fast-growing and profitable company. This ensures we all share in the company’s success.

• Values-Driven Leadership: Our Core Values are not just words we’ve written to make us feel good. We leverage them daily when making strategic and tactical decisions.

• Professional Growth: Our rapid growth offers unparalleled learning and development opportunities along with a multitude of career advancement opportunities.

• Annual Paid Leave: The specific amounts vary by country and are aligned with country and/or contract-specific norms.

• Geographic Specific Benefits: As an international employer we offer different country-specific benefits such as Health Insurance and Pensions in countries where these perks are customary. The specifics depend on the country of the applicant.

• Dynamic Team Culture: As a global company with team members in over 40 countries our diverse and international culture fuels our innovation and creativity providing a key pillar to our success (and making it a lot of fun to work here).

Thank you for your interest. If you apply for this role you will receive an email from our Talent Acquisition team after your application has been reviewed alongside the qualifications for this role and the qualifications of others who have applied.