Fixed-Term | Product Onboarding Specialist - WFH, Night Shift

• Contract Period: August 2026 to January 2027

• Permanent work from home (equipment will be provided)

• Night Shift (US Client)

Reporting directly to the Client Service Lead, the successful candidate will manage onboarding for new clients, support and troubleshoot client’s problems to develop a trusting relationship and identify new opportunities for clients to find success using our products. 

RESPONSIBILITIES 

• Manage the support desk by promptly responding to customer inquiries, troubleshooting issues, and providing resolutions to ensure a high level of customer satisfaction.

• Effectively oversee all new client relationships from sales handoff to service mode.

• Serve as the primary point of contact for customer inquiries, addressing their concerns, and providing accurate information promptly. 

• Project Management for new client onboarding implementations 

• Maintain strong internal records of all client communications during onboarding process and beyond 

• Provide support for client renewals and upsells 

• Provide technical implementation support for website builds, mobile app builds, and Alexa skill builds 

• Use data, trends, and client feedback to identify opportunities to expand business with clients 

• Continuously enhance workflows, streamline processes, and contribute to developing comprehensive documentation to ensure high efficiency, scalability, and consistent service delivery.  

MINIMUM REQUIREMENTS 

• 3 years of proven experience in Client Success/Service/Support or Account Management related functions, specifically in a SaaS (Software-as-a-Service) company. 

• Familiarity with customer relationship management (CRM) systems and experience in managing customer data and interaction is good to have Educational background in media, communications, broadcast or equivalent is good to have 

• Understanding of website content management (e.g. Wordpress) and social media engagement is good to have

• Strong understanding of Microsoft Office/ Google Products/Windows operating systems and programs 

• Strong command of the English language (both written and verbal) 

• Competency in project management is good to have 

• Experience in the Radio or TV Industry is good to have 

• Self-motivated, team player, personable, adaptable, and well-organized 

• Access to high-speed internet for remote work