Customer Onboarding Specialist

Dispatch simplifies last-mile deliveries for businesses by providing both a reliable network of independent contractor drivers and scalable software for your own fleet. With our delivery technology, businesses can focus on what matters most while empowering them to Deliver More for their customers. Dispatch’s real-time tracking and transparency put businesses, suppliers, and technicians in control of local deliveries. Voted one of America’s Best Startup Employers by Forbes, Dispatch thrives on our commitment to strong company culture and our Five Core Values:

• Care – We treat our people, customers, and drivers with empathy and respect.
• Commitment – Every role matters; we’re dedicated to our team, mission, and plan.
• Transparency – We build trust by keeping our promises and owning our mistakes.
• Speed to Value – We make timely decisions with a focus on long-term impact.
• Driven to Deliver – We take radical ownership of responsibilities, valuing execution as critical.

WHY YOU WOULD BE A FIT?

You thrive on helping customers succeed and aren’t afraid to roll up your sleeves to guide new users through the Dispatch platform. You’re proactive, data-driven, and naturally empathetic, ready to ensure every new client has a smooth, high-touch onboarding experience. You’re energized by solving problems, working cross-functionally, and celebrating client wins. If you love combining structured process with real human connection, we’d love to meet you.

YOUR ASSIGNMENT (should you choose us and we choose you!)

• Lead structured onboarding sessions with new Dispatch customers, ensuring quick product adoption and understanding.
• Build personalized onboarding journeys tailored to customer goals and success criteria.
• Proactively monitor progress and product usage during the first 30–60 days, stepping in to re-engage customers when needed.
• Educate customers on Dispatch features, workflows, and best practices to drive adoption and retention.
• Track onboarding benchmarks, including time-to-first order and milestone completions.
• Collaborate cross-functionally with Sales, Customer Success, Product, and Support to ensure a consistent customer experience.
• Troubleshoot early technical and operational issues and ensure seamless handoff to long-term customer success management.
• Analyze onboarding performance and trends using tools like Intercom, HubSpot, and Looker.
• Celebrate onboarding wins while identifying at-risk customers and implementing churn-prevention strategies.

WHAT YOU BRING TO THE TEAM & DISPATCH

• 3+ years of experience in SaaS onboarding, implementation, or customer success.
• Expertise with CRM and customer communication tools like Intercom, HubSpot, and Looker.
• Strong analytical and problem-solving skills; comfortable using data to inform decisions.
• Clear and professional communication skills—written, verbal, and visual.
• A team-first mindset with experience working cross-functionally.
• Self-starter mentality with the ability to work independently and prioritize competing tasks.
• Experience working with senior stakeholders (Director level and above) is a plus.
• Logistics, tech-enabled marketplaces, or home improvement industry experience is strongly preferred.

Education

• Bachelor’s degree in Business, Communications, or a related field—or equivalent experience.

WHY YOU’LL LOVE WORKING WITH US

• Compensation: $55-65K depending on experience and qualifications.
• Remote Flexibility: Work anywhere across our current Footprint of 22 States!
• Health Insurance: Comprehensive medical plans, including a $0 cost option for individuals.
• Dental and Vision Insurance: Full preventive care coverage.
• 401(K) with Match: Dispatch matches 50% of employee contributions up to 6%.
• Paid Parental