Onboarding Specialist

2 days ago

Manila, National Capital Region, Philippines Sinch Full time

At Sinch, we are a global leader in providing cutting-edge communication platforms, enabling businesses to connect with any mobile phone on the planet in seconds, or less. Our platform supports mobile SMS, rich messaging, voice, and video communication solutions for some of the biggest companies in the world.

Why do we have this role?
As part of our 2026 Growth Strategy, we're expanding our US presence and strengthening our customer onboarding experience to ensure every customer starts their journey with success.

What do you do in the role?
We're looking for an Onboarding Specialist with a customer-first mindset and a knack for problem-solving to join our growing Customer Success team. This role focuses on helping new customers get set up right to ensure a seamless onboarding experience.

You'll be the key point of contact for new customers in the US, guiding them through the setup process, troubleshooting issues, and resubmitting applications when necessary. You'll be rewarded for each successfully onboarded client.

This is a customer-facing role that requires strong communication skills, attention to detail, and persistence. You'll engage with customers via phone, video conferencing, and email to deliver world-class onboarding support. This role will be on a night shift schedule (US working hours).

Key Responsibilities

  • Guide new customers through the ClickSend onboarding process, ensuring smooth and timely setup of accounts and phone numbers.
  • Assist customers in selecting and activating the right numbers for their business needs, specifically in the US market.
  • Manage application submissions and re-submissions to ensure compliance with carrier and regulatory requirements.
  • Troubleshoot onboarding challenges and provide solutions quickly and effectively.
  • Communicate proactively with customers through calls, video meetings, and emails, maintaining a professional and approachable tone.
  • Collaborate with internal teams (Compliance, Support, Sales, and Product) to ensure customer satisfaction and issue resolution.
  • Track and report on onboarding progress, success metrics, and recurring issues.
  • Contribute to the improvement of onboarding workflows, FAQs, and customer documentation.

What experience/qualities you need to bring with you

  • Experience in a customer-facing or onboarding role (e.g., Customer Success, Technical Support, or Implementation).
  • Strong problem-solving skills with a proactive and persistent approach.
  • Familiarity with Success tools like Intercom, Zendesk, etc.
  • Proficiency with Salesforce a plus.
  • Excellent verbal and written communication skills.
  • Comfortable leading customer calls and video meetings.
  • Highly organized with the ability to manage multiple customers and priorities.

What we promise to give you

  • Competitive salary with full benefits and rewarding commissions structure.
  • Working from home, no travel required (possible once-annual team meeting).
  • Our Sinch values of DREAM BIG - WIN TOGETHER - KEEP IT SIMPLE - MAKE IT HAPPEN are what have made us successful. We're quickly becoming a global force in business messaging, so people who feel a connection to these behaviours and like the pace of a fast-growing company will easily fit into our team.
  • Sinch ClickSend offers coaching and career development support, a day off for your birthday, flexible working arrangements and much more.

If you are seeking an opportunity to take ownership of your own patch as part of a growing tech company, apply now

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