Onboarding Specialist

2 weeks ago

Mandaue, Philippines Superorder Full time

Overview

Join to apply for the Onboarding Specialist role at Superorder

Superorder (previously Forward Kitchens) is an all-in-one software platform for restaurants to drive operational efficiency and profitability in the digital world. Superorder’s AI suite of solutions help restaurants to optimize their digital business such as AI-powered direct order survey, review, financial, and performance management tools. Founded in 2019, Superorder has a robust network with thousands of partner restaurants across 180+ cities.

Company Values

  • All In Or Nothing: Progress requires hard work. A-players put their best foot forward and invest the time & energy required to reach their goals.
  • Frugality: Do more with less. Aim to be efficient with the given resources and work to exceed outputs with given inputs.
  • Think Big: Look to the future and constantly think of innovative ways we can serve our customers better.
  • Laser Focus: Saying no is more important than saying yes. Focus on a single goal and direct all resources to achieve that goal.
  • Be Bold: Be confident and ready to advocate for your decisions.
About the Role

The Onboarding Specialist helps new customers get up and running smoothly with our platform. Your job is to guide them through setup, training, and adoption so they see value quickly and are set up for long-term success. You’ll be the first point of contact after a deal closes and will make sure the transition from sales to usage is seamless.

Onboarding is different from customer support or success in that it’s focused on the critical early days of the relationship - ensuring implementation is smooth, questions are answered, and customers are confident using our product. The role is very dynamic and requires ability to handle a lot of clients under time pressure to onboard quickly.

How You’ll Make an Impact

You’ll be a key player in creating a great first impression for our customers. By owning onboarding from start to finish, you’ll help shorten time-to-value, increase adoption, and ensure customers are ready to thrive with our platform. You’ll also surface feedback to the product and operations teams to improve our onboarding process as we scale.

Key Responsibilities
  • Manage onboarding for new customers from contract signing through handoff to account management
  • Walk customers through setup, integrations, and product training
  • Create tailored onboarding plans based on customer needs and use cases
  • Provide timely and clear communication via email, phone, and video calls
  • Troubleshoot initial roadblocks and coordinate with operations or product teams to resolve them
  • Document best practices and contribute to improving onboarding playbooks and SOPs
  • Track onboarding metrics and progress to ensure customers are on schedule
Requirements
  • Bachelor’s degree in any discipline
  • 2+ years of experience in a customer-facing or onboarding role
  • Excellent communication and interpersonal skills
  • Strong organizational skills and attention to detail
  • Ability to juggle multiple accounts/projects simultaneously
  • Familiarity with HubSpot is a must
  • Must be willing and able to work EST Hours
  • Note: this is a fully remote job and you do not have to be based in a specific country to apply.
Compensation
  • $30,000 - $50,000 USD annually
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