About the Role
This position supports new customers by guiding them through the onboarding process with a focus on clear, bilingual communication and timely resolution of questions.
Responsibilities
- Guide new clients through platform setup and initial use
- Deliver onboarding sessions in both English and Spanish
- Respond to client questions via email and phone
- Track client progress during the onboarding phase
- Identify and escalate technical issues to internal teams
- Maintain accurate records of client interactions
- Follow onboarding workflows and checklists
- Provide feedback to improve onboarding materials
- Collaborate with cross-functional teams to resolve client blockers
- Ensure clients meet key activation milestones
- Adapt communication style to different audiences
- Troubleshoot common setup issues
- Monitor client engagement during onboarding
- Escalate complex cases to appropriate support tiers
- Maintain up-to-date knowledge of product features
- Participate in team meetings and training sessions
- Meet performance goals for response time and client satisfaction
- Use CRM tools to log client touchpoints
- Support clients during business hours
- Handle multiple client accounts simultaneously
- Follow data privacy and security protocols
- Communicate status updates to stakeholders
- Contribute to documentation updates
- Maintain professionalism in all client interactions
- Adhere to company policies and procedures
Compensation
Hourly pay rate provided
Work Arrangement
Remote
Team
Part of the Customer Experience team supporting new clients
Temporary Role Details
- This is a fixed-term position with a defined end date
- Expected to work 40 hours per week during peak onboarding periods
- May require occasional weekend availability
Language Requirement
- Native or near-native fluency in both English and Spanish required
- Must be able to conduct training and support sessions in both languages
Not available
