Onboarding Specialist

Company Description

Service Works is a fast-growing SaaS platform delivering all-in-one business management solutions for field service companies. Our platform helps appliance repair, HVAC, and other home service businesses streamline scheduling, dispatching, inventory, invoicing, payments, and customer engagement—powered by automation and AI.

We're looking for a passionate and technically skilled Onboarding Specialist to shape first impressions, guide customers through a seamless setup, and empower them to unlock full value from Service Works from day one.

As an Onboarding Specialist, you will be the primary guide for new customers during the critical onboarding phase. Your role will involve gathering customer requirements, configuring their account, mapping their workflow into Service Works, and delivering personalized training sessions.

You’ll combine technical product knowledge with strong communication and problem-solving skills to ensure our customers achieve success quickly and confidently. The ideal candidate is a technical thinker with a customer-first mindset who thrives in a fast-paced, product-centric environment.

• Facilitate end-to-end onboarding for new customers (installation, configuration, workflow setup, and training)
• Lead live training sessions via Zoom, covering core Service Works modules:
  Job Management, Inventory, Invoicing, Integrations, etc.
• Evaluate customer business processes and map them to Service Works functionality using a consultative approach
• Document customer requirements and configure platform settings for scheduling, job types, invoicing rules, integrations, etc.
  
  Serve as product expert; stay current on new features and help customers adopt them
• Liaise with Support and Product Teams to resolve issues and elevate feature gaps or feedback
• Track onboarding progress and customer engagement using CRM tools (e.g., Hub Spot, Intercom, Service Works dashboards)
• Maintain high CSAT and onboarding success metrics, and provide recommendations for product or process improvements

Must have:

• Strong technical aptitude: ability to learn and explain complex software workflows quickly
• Excellent communication skills, both verbal and written
• Experience working with SaaS products, CRM platforms, ticketing systems, or workflow-based software
• Demonstrated ability to conduct online training or support sessions with end users (Zoom, Teams, etc.)
• Strong analytical and problem-solving abilities
• A customer-centric mindset with passion for helping users reach success

• Experience in field services, logistics, repair services, or business management software
• Familiarity with databases, APIs, integrations, or cloud technologies
• Experience using Service Works or similar platforms (Housecall Pro, Service Titan, Jobber, etc.)
• Previous role in onboarding, implementation, training, or customer education in a tech environment

• Ability to manage multiple customer accounts with poise and proactive communication
• Curiosity and willingness to dive deep into product features and customer workflows
• Strong organizational skills with attention to detail and follow-through
• Comfort working cross-functionally with Support, Sales, and Product teams

You're a strong fit for this role if you’ve worked in roles like Technical Support Specialist
, Implementation Consultant
, Customer Success Specialist
, or Product Trainer
—especially in SaaS, workflow management, operations, or field services.

You’re tech-savvy, quick to learn new software, and love helping people succeed. Whether you've supported customers, led training sessions, mapped business processes, or configured software, you’re ready to take ownership of onboarding and make sure every new customer is set up for success in Service Works.

Candidates with experience in business software implementation
, cloud platforms
, workflow mapping
, or a STEM background are encouraged to apply.

If you are genuinely interested in the Customer Onboarding Specialist role and serious about joining our team, we ask that you complete the short assessment at the link below. Taking the time to finish this evaluation demonstrates your commitment and helps us better understand your strengths, communication style, and problem-solving approach. We prioritize candidates who complete the assessment as part of our selection process.