Onboarding Specialist [CX Team]

At haddock we’re building the first Point of Control (POC) SaaS for restaurants in Europe, the central place where restaurateurs run their entire business.

Last month we launched the world’s first AI Agent for restaurants, and it’s already reshaping how operators work day to day.

We are the market leader in Spain, and our vision is to expand across Europe and define the future of restaurant operations.

Over the last 12 months we’ve doubled ARPU, significantly reduced churn, and increased NDR and now we’re ready to operate at a different scale.

About the role 💼

As an Onboarding Specialist, you will help new customers get value from haddock fast. You’ll support onboarding sessions, coordinate set-up tasks, and create simple educational materials so restaurants can start running their business from haddock smoothly. You’ll work with the CX team and collaborate closely with Sales and Product.

Responsibilities

👉 Onboarding Support: Assist with onboarding sessions (1:1 or group), taking notes, tracking next steps, and ensuring follow-ups are completed.

👉 Customer Setup & Data Readiness: Help customers with the basics: account configuration, initial setup tasks, and gathering the information needed to go live.

👉 Training Materials: Create and maintain simple guides, checklists, and short tutorials (slides/Notion/Help Center) to improve onboarding consistency.

👉 Coordination & Follow-up: Track onboarding progress in CRM, schedule sessions, confirm attendance, and ensure actions are closed on time.

👉 Customer Communication: Provide clear updates to customers during onboarding and route questions to the right team when needed.

👉 Feedback Loop: Collect onboarding pain points, common questions, and suggestions to improve the experience and reduce time-to-value.

Skills & Experience 📚

👉 1–3 years of experience in onboarding, customer support, helpdesk, or customer-facing operations (SaaS preferred).

👉 Strong troubleshooting mindset: you can break problems down and test hypotheses methodically.

👉 Excellent written communication in Spanish; English is a strong plus.

👉 Comfort working with tools like CRMs/ticketing systems and modern SaaS stacks (Intercom/Zendesk/Crisp, etc.).

👉 High ownership, calm under pressure, and customer-obsessed attitude.

You’ll stand out if you bring ⚡️

👉 Previous experience working at a fast-paced startup

👉 Previous experience working in a SaaS product

👉 Experience supporting customers in the HORECA sector

👉 Experience working with integrations (POS, payments, third-party tools) and basic technical debugging

Benefits for our team 👪

💸 Competitive salary (based on experience)

👉 Flexible working hours + remote days when needed.

👉 Coffee and weekly fruit.

👉 Playflow for flexible payroll.

👉 Urban Sports membership.

👉 Alan private health insurance (partially covered).

How we work

👉 3-4 days on-site in Barcelona.

👉 Fast-paced, customer-obsessed, high-ownership culture.

Our Process 🫱🏻‍🫲🏼

1️⃣ Initial fit call (15–30 min)

2️⃣ Interview with the Hiring Manager (45’ - 1 hour) 🗣

3️⃣ Culture Fit interview with Founders (1 hour) 🤝

⏰ The full process takes 2–3 weeks, and you’ll receive feedback within 3–5 days after each step. We believe in c