Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Success
Date Posted
February 12, 2026
Full Job Description
đź“‹ Description
- • As an Onboarding Specialist at Scale Army Careers, you will be the pivotal point of contact for new clients, guiding them through their initial journey with our client's cutting-edge SaaS platform. Your primary mission is to ensure a seamless, rapid, and confidence-inspiring onboarding experience, transforming initial customer engagement into long-term success. This role is specifically designed for individuals who excel at educating users, meticulously following established Standard Operating Procedures (SOPs), leading engaging walkthroughs, and empowering customers to realize the platform's value swiftly. It is crucial to understand that this position is not sales-oriented nor focused on customer retention; its core purpose is to onboard, support, and strategically position customers for sustained success from day one.
- • You will be instrumental in leading comprehensive onboarding sessions for new customers, utilizing video conferencing and screen-sharing tools to provide an interactive and personalized experience. This involves meticulously guiding clients through the intricate process of platform setup, highlighting key features, and imparting best practices tailored to their specific needs. Adherence to documented onboarding SOPs is paramount to guarantee consistency, quality, and efficiency across all customer interactions, ensuring every client receives a standardized yet personalized level of support.
- • Your responsibilities extend to providing essential customer support via email, chat, or video calls during the critical onboarding phase. This includes offering light troubleshooting assistance for common or straightforward issues, ensuring that minor roadblocks do not impede the customer's progress. Furthermore, you will provide consultative support post-purchase, adeptly navigating the psychological landscape of the 'disillusionment phase' that new users often encounter. By working closely with customers, you will actively strive to reduce their learning curve, enhance their overall experience with the product, and build a strong foundation of product understanding and utilization.
- • A significant aspect of this role involves close cross-functional collaboration. You will work hand-in-hand with the Sales team to ensure a seamless transition of clients post-sale, aligning expectations and providing a unified front. When technical challenges arise that fall outside your direct scope, you will be responsible for escalating these issues promptly and accurately to the appropriate internal teams, ensuring efficient problem resolution.
- • Meticulous documentation and tracking are vital components of this position. You will maintain detailed and accurate notes within the Customer Relationship Management (CRM) system, ensuring that customer progress, interactions, and key milestones are meticulously recorded. This diligent tracking is essential for internal reporting, team alignment, and providing a comprehensive history of each customer's onboarding journey.
- • Success in this role is measured by tangible outcomes: achieving a short 'Time to Value' where customers quickly reach their first significant milestone with the platform, delivering smooth and consistent onboarding experiences that strictly adhere to SOPs, fostering high levels of customer readiness and confidence post-onboarding, and maintaining impeccable CRM documentation with clear, concise communication channels with internal teams.
- • This role offers a unique opportunity for professional growth. You will benefit from structured onboarding training, access to a wealth of defined SOPs, pre-approved call scripts, and comprehensive platform resources. Ongoing guidance from experienced team members will be available to help navigate edge cases and complex troubleshooting scenarios. This position is an excellent platform to develop deep expertise in the specialized field of SaaS onboarding, cultivate robust operational skills, and make a tangible contribution to exceptional customer experiences within a supportive, process-driven, and dynamic environment. Full training is provided, making this an ideal opportunity for individuals eager to learn and grow.
🎯 Requirements
- • Fluent English communication skills (written and verbal), with the confidence to engage effectively on video calls.
- • Proven ability to learn new SaaS platforms quickly and articulate their functionalities and benefits in a clear, simple, and structured manner.
- • Experience in following Standard Operating Procedures (SOPs) precisely and maintaining a consistent cadence in customer interactions.
- • Basic troubleshooting capabilities, including addressing common issues such as login problems, user errors, and feature navigation.
- • Typing speed of 50-55 WPM with at least 92% accuracy for efficient CRM note-taking and follow-ups.
- • Comfort and proficiency in using CRM tools and navigating multiple software systems simultaneously.
🏖️ Benefits
- • Fully remote work environment, offering flexibility and work-life balance.
- • Comprehensive training provided, including structured onboarding, SOPs, call scripts, and platform resources.
- • Opportunity to develop specialized expertise in SaaS onboarding and customer success.
- • Supportive team environment with guidance for edge cases and troubleshooting.
- • Chance to contribute to a company focused on streamlining customer experiences through technology and process.
Skills & Technologies
Remote
About Scale Army Careers
Scale Army Careers is a platform dedicated to providing information and resources for individuals interested in pursuing a career within the military. It aims to bridge the gap between potential recruits and the opportunities available in various branches of the armed forces. The website offers insights into different roles, training programs, and the overall lifestyle associated with military service. It serves as a comprehensive guide for those seeking to understand the requirements, benefits, and challenges of a career in the army. The platform emphasizes career development and personal growth within a structured and disciplined environment, highlighting the value of service and commitment.
