Client Onboarding Agent

Monthly Pay: $3,588 - $5,032 USD per month

This role guides new clients through the first steps of using services and answers onboarding questions by phone, email, and service tickets. Clear, accurate guidance helps clients begin with the right information, understand next actions, and reach the appropriate support resource when needed. The Client Onboarding Agent sits within the customer support team and works under a customer service team lead.

The role works with clients, support teammates, account contacts, and internal service teams to coordinate timely handoffs and updates. This is a fully remote, work from home position based in Ohio, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

• Receive new client questions and onboarding requests through a support platform such as Gladly, phone conversations, emails, and assigned service tickets.
• Review each request for contact details, service needs, completed setup steps, and any missing information needed to continue.
• Explain standard onboarding steps, available service information, account access expectations, and appropriate next actions in clear language.
• Enter accurate interaction details, request status, and completed actions in a CRM such as Copper.
• Create or update service tickets so each client request has a clear owner, current status, and complete notes.
• Coordinate routine handoffs with support teammates and internal service teams when a request needs specialized information or action.
• Follow up with clients when details are missing, setup steps remain unfinished, or a prior question needs confirmation.
• Escalate urgent concerns, repeated service barriers, or unclear requests to the customer service team lead with a concise summary.
• Review client messages and account details before responding to reduce errors and keep guidance consistent with approved service information.
• Organize assigned requests by status and priority, monitor open items, and communicate progress through the appropriate ticket channel.
• Meet quality expectations through accurate guidance, timely turnaround, complete notes, and reliable follow-up on open client questions.

• High school diploma or equivalent.
• No experience required, related experience preferred.
• Familiarity with client onboarding steps, account setup activities, and service-request workflows is preferred.
• Ability to learn and use a CRM such as Copper and a support platform such as Gladly for client interactions.
• Ability to review details carefully, identify missing information, and maintain clear status notes.
• Comfortable communicating professionally with clients and teammates through phone conversations, email, and written ticket updates.
• Ability to explain routine processes in plain language while maintaining a helpful and respectful approach.
• Reliable computer, high-speed internet, and quiet private workspace required, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work supporting clients from a home-based desk environment.
• Structured onboarding and training on the named systems, client workflows, and service information.
• Regular check-ins with the customer service team lead for guidance, feedback, and priorities.
• Experience building client intake, account setup, process coordination, and service communication skills.

• Health coverage, paid leave, a 401(k), maternity leave, and stipends.