Customer Onboarding Specialist

The Customer Onboarding Specialist is responsible for managing, responding to, and resolving inbound inquiries. You will manage client relationships, implement strategic HR solutions, and drive exceptional service delivery. This role is perfect for those who thrive in dynamic environments and are passionate about leveraging technology to solve real-world HR challenges. This role will also ensure timely, accurate, and professional responses to customers, deliver exceptional client support experiences, and maintain organized documentation of all tickets, resolutions, and escalations.

This role is a remote/work from home position.

• Forge strong relationships with clients, understanding their unique HR needs and crafting tailored solutions.
• Implement and manage HR technology solutions that elevate client operations and workforce engagement.
• Provide expert HR guidance on compliance, best practices, and strategic initiatives.
• Collaborate across teams to ensure service alignment with client expectations.
• Manage multiple projects with precision, ensuring timely delivery and client satisfaction.
• Identify and pursue opportunities for service enhancement and innovation.

• Ability to quickly grasp new HR technologies and systems.
• Strong problem-solving skills with a proactive approach to overcoming challenges.
• Experience working in a remote environment and managing virtual client relationships effectively.

• Prior experience in Customer Support, Client Success, or SaaS support role (HR Tech experience preferred but not required)
• Experience working in Intercom (or similar: Zendesk, Help Scout, Fresh Desk, Hub Spot Service Hub)
• Ability to multitask high volume chat + tickets without sacrificing response quality
• Strong written communication and organization skills
• Problem solver – knows when to troubleshoot vs. when to elevate
• Professional, empathetic communicator with high emotional intelligence
• Comfortable working in a constantly evolving environment