Customer Onboarding Specialist – LATAM

Role Overview

The Customer Onboarding Specialist is the first point of contact for new customers, guiding them through the onboarding process to ensure a positive experience and maximize the value of the Respond.io platform.

What You Will Do

Collaborate with customers to understand their goals and needs, translate problems into clear goals, guide customers through onboarding, set up channels and AI Agents, and ensure timely resolution of customer issues.

Why It Might Be a Fit

The ideal candidate has experience in B2B SaaS customer onboarding, implementation, or customer success, and is able to develop strong relationships with internal and external stakeholders.

Requirements

• 2+ years of B2B SaaS experience in customer onboarding, implementation or Customer Success
• Experienced in working with international customers and handling global accounts
• Attentive listener with an ability to address customer concerns effectively
• Strong communication skills in Portugese and English to convey complex ideas clearly
• Able to dig deeper than the customer’s request to uncover their true objectives, translate their problems and pain points into result-driven goals, and make customers see the value of the platform
• Proficient in optimizing complex business processes
• Familiarity with business messaging platforms, CRM systems, and Customer Success tools
• Curious about AI and keen to set up and test AI Agents for customers
• Passionate about digital transformation and understanding diverse businesses
• Ability to provide customer feedback and insights to various departments for product improvement
• Confident in technical conversations: APIs, webhooks and integrations don’t intimidate you, you quickly grasp technical concepts, and you are keen to become an expert in our software
• Empathetic, organized and self-driven: you manage multiple customers in parallel and follow up without being chased
• Able to work hours that overlap with your customers’ timezone
• An agile team player who is excited by the fast-paced start-up environment and is eager to make a difference

Benefits

• Competitive compensation package
• Mental health allowance to support health and wellness needs
• Flexible working environment and working hours that fit your lifestyle, wherever you’re based