Onboarding Specialist

📋 Description

• • Own the complete onboarding journey for every new Kota customer—from signed contract to fully launched benefits—ensuring each account is configured with zero errors and maximum speed. You will quarterback the process, set expectations, and keep momentum high so that HR teams see value within days, not weeks.
• • Guide customers through critical activation milestones: secure data ingestion from HRIS and payroll systems, configure health, life and pension plans for Ireland and the UK, map employee classes, set up billing and compliance rules, and schedule employee communications and enrollment windows.
• • Build upon our existing onboarding framework and evolve it into a repeatable, automated engine that can handle 10× volume without adding headcount. You will identify bottlenecks, propose workflow automations in Zapier, Retool or Intercom, and partner with Engineering to surface API improvements.
• • Maintain crystal-clear, proactive communication with every stakeholder. You will run kickoff calls, weekly status updates, and go-live checklists, translating technical steps into plain language so that busy HR leaders always know exactly what to do next.
• • Detect risks early—missing data, regulatory edge cases, integration hiccups—and marshal the right resources across Product, Engineering, CX and Partnerships to remove blockers before they derail timelines.
• • Contribute to a living library of onboarding documentation, templates, and playbooks that make every future rollout faster and more consistent. Your notes will become the blueprint for new team members and for self-service customer resources.
• • Capture structured feedback during each onboarding cycle and funnel insights back to Product and Customer Success. Your observations will directly influence roadmap priorities, from UI tweaks to entirely new features.
• • Execute rigorous quality checks on plan rules, contribution schedules, payroll file mappings, and regulatory disclosures for Irish and UK benefits, ensuring 100 % accuracy before employees are invited to enroll.
• • Partner with Customer Success Managers to guarantee a seamless handoff once onboarding is complete, arming them with a concise summary of customer goals, custom configurations, and early wins to drive long-term adoption and expansion.
• • Track onboarding health metrics—time-to-first-value, task completion rates, customer satisfaction (CSAT), and employee activation rates—and iterate relentlessly to push each metric higher.
• • Champion the voice of the customer inside Kota. You will join sprint reviews, flag friction points, and celebrate customer wins in Slack to keep the entire company focused on delivering delightful experiences.
• • Stay current on evolving regulations for group health, life and pension products in Ireland and the UK, and be prepared to complete relevant qualifications (e.g., QFA) so you can confidently advise customers on compliant plan design.
• • Thrive in a fully remote, fast-moving startup culture where priorities can shift overnight. You will demonstrate calm under pressure, transparent communication, and a bias for action that inspires everyone around you.
• • Ultimately, you will turn the critical first 30 days of a customer’s lifecycle into a Kota super-power—so smooth, so fast, and so friendly that customers can’t imagine going back to legacy brokers or manual spreadsheets.