Customer Onboarding Specialist - 100% Remote - Philippines

NOTE: This is a FULLY remote role, but the candidate must be within the Philippines to collaborate with their team, peers, and internal customers. You do not have to be in the specific country or city shown in this listing, but please only apply if you are physically based within the Philippines.

Hostaway is a SaaS scale-up that is transforming the vacation rental industry. With innovative solutions and partnerships with giants like Airbnb, VRBO, and Booking, 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.

Profitable, high-growth, and the first short-term rental PMS unicorn 🦄. Join us at our most exciting stage yet! Learn more about our recent valuation and story here.

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.

This will be working on a North American shift, 9am - 6pm Eastern Time Zone.

Key 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.

• 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 Spanish-speaking customers during the onboarding phase, addressing any issues and ensuring they are resolved promptly.

Requirements

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

• Fluency in English is mandatory. English is our company language used internally and you will be onboarding English speaking customers.

• 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 c