Client onboarding specialist

Remote working
Written By Sarah Moreton

About the job

We are looking for a client-focused, tech-savvy professional to support the post-sale client journey—from onboarding to ongoing support. This role is with a B2B point-of-sale platform that assists merchants in optimising every check out session with AI-ready upsells, cross-sells, segmentation, logic, and merchandising. As Client Onboarding Specialist, you will assist with new client platform setup, provide strategic recommendations, and troubleshoot technical issues. Additionally, you will assist the product team by testing new features in staging before they go live.

1. Client Onboarding & Implementation

  • Follow established process to set up new clients on the system

  • Share onboarding documents and video walkthroughs to explain platform functionality, best practices, and how to build various components (e.g., upsells, content, input fields).

  • Support clients in setting up their first component quickly, guiding them through the drag-and-drop editor and showing them how to create a personalised checkout experience.

  • Use the client brief and business knowledge to offer strategic recommendations on maximising platform value to achieve their goals.

  • Provide feedback to the team on the onboarding process and any obstacles encountered to help improve the client experience.

2. Technical Support

  • Monitor, respond to, and resolve customer inquiries via our ticketing system and live chat in a timely, professional manner.

  • Diagnose and troubleshoot technical and platform-related issues, guiding users step-by-step through solutions (including reading screenshots, asking clarifying questions, and explaining solutions clearly).

  • Investigate complex technical problems and escalate them to the development team when necessary, documenting issues clearly.

  • Stay up-to-date on platform enhancements, new features, and best practices to provide effective, context-aware support.

  • Maintain accurate records of support requests, recurring issues, and resolutions to contribute to continuous improvement.

3. QA Assistance (Staging Testing)

  • Assist the product team by manually testing new features and updates in a staging environment before deployment.

  • Validate that new functionality works as expected and does not break existing flows.

  • Identify and document bugs, UI/UX inconsistencies, or edge cases with clear steps to reproduce, screenshots, and priority levels.

  • Provide feedback to developers and the product team to help refine features before they reach clients.

Key Technical Skills & Experience

  • 1-3 years in a client-facing role such as Client Onboarding, Customer Success, or Implementation within a SaaS or technology environment.

  • Excellent spoken and written English with the ability to simplify technical concepts and build strong client relationships.

  • Strong computer skills with experience using CRMs like HubSpot, Google Workspace, and a willingness to become an expert on the Shopify platform.

  • A self-starter who can manage multiple tasks simultaneously, follow a brief meticulously, and thrive in a fast-paced environment.

  • A genuine enthusiasm for helping clients succeed and a passion for delivering exceptional service. You think like a merchant and understand their needs

Sarah Moreton
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