SemiSenior Technical Customer Onboarding Specialist (Part-time) - SaaS

TrueLogic Company

Job Overview

Location

São Paulo

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the primary point of contact for new SaaS clients in the hospitality and retail sectors, guiding them through end-to-end onboarding with clear, empathetic, and professional communication.
• Assist clients in integrating their Point of Sale (POS) systems with the company’s proprietary advertising platform, providing step-by-step support and training as needed.
• Configure and launch form-based digital ad campaigns on behalf of clients using the internal platform interface, aligning campaign settings with their stated business objectives.
• Deliver high-touch client support via email and occasional video calls, ensuring clients understand platform functionality and feel supported during initial setup.
• Identify, document, and resolve minor technical issues or user errors related to platform usage, escalating complex bugs or integration failures to the engineering team with detailed reports.
• Maintain accurate records of client onboarding progress, configuration settings, and communication history within internal CRM and support systems.
• Ensure all client setups meet quality standards by verifying data accuracy, campaign parameters, and integration connectivity before finalizing onboarding.
• Collaborate with internal teams including customer success, engineering, and product to relay client feedback and improve onboarding workflows.
• Adapt communication style to suit diverse client backgrounds, from small business owners to enterprise-level retail managers, ensuring clarity and confidence in platform usage.
• Manage multiple client onboarding pipelines simultaneously, prioritizing tasks based on urgency and client needs while maintaining consistent response times.
• Stay updated on platform features, integration requirements, and common client challenges to provide accurate, proactive guidance during onboarding.
• Participate in internal training sessions to deepen knowledge of the SaaS platform, POS integrations, and campaign optimization techniques.
• Maintain a client-first mindset throughout the onboarding process, focusing on delivering a seamless, positive first experience that drives retention and satisfaction.
• Work exclusively within US time zones to align with client availability and support schedules, ensuring timely responses and real-time assistance when needed.
• Contribute to continuous improvement of onboarding documentation, templates, and processes based on client feedback and operational experience.

🎯 Requirements

• B2+ / C1 level English proficiency with strong written and verbal communication skills
• 2+ years of experience in Customer Support, Customer Success, Onboarding, Implementation, or Technical Support
• Prior experience working with a SaaS product or platform (required)
• Comfort working directly with clients to guide them through technical onboarding processes
• Technical aptitude to learn software interfaces, troubleshoot system issues, and navigate dashboards and integrations
• Strong attention to detail and ability to manage multiple client requests concurrently

🏖️ Benefits

• 100% Remote Work: Work from any location with a laptop and reliable internet connection
• Highly Competitive USD Pay: Market-leading compensation paid in USD
• Paid Time Off: Generous paid time off policies to support well-being and work-life balance
• Work with Autonomy: Flexible scheduling focused on results, not hours
• Work with Top American Companies: Engage in high-impact projects with leading U.S. businesses
• Diverse, Global Network: Collaborate with 600+ professionals across 25+ countries

Skills & Technologies

Senior

Remote

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TrueLogic Company

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About TrueLogic Company

TrueLogic Company is a digital marketing agency founded in 2001 in the Philippines. It provides SEO, PPC, social media marketing, web design and development services to local and international clients. The agency focuses on data-driven strategies to improve online visibility, traffic and conversions for businesses across retail, finance, healthcare and technology sectors. With offices in Makati and Cebu, it serves small to large enterprises seeking measurable digital growth.

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