Client Concierge & Onboarding Manager

We sell a product the customer often installs themselves. That means there is no installer standing in their back yard to catch the moment they get stuck. If nobody calls them, nobody finds out the brackets went on upside down until the warranty claim arrives.

You are that person, and the job has two halves. Before the sale, you are the first human voice: you gather what sales needs — what they are trying to shade, the opening, the constraints, who makes the decision — so the conversation starts informed. You do not quote prices or commit to dates; that is deliberate, and it protects you and the customer.

After the sale, once a deposit lands, you own that customer's experience: a welcome call, what happens next and when, the install guide walked through rather than emailed, a check-in while the box is still unopened, and a call after it is up to confirm it actually works. They should never have to ask who to call.

Our DIY channel is our best margin and our biggest risk, and the difference is whether the customer succeeds after the box arrives. One well-handled onboarding call prevents a warranty claim, a bad review and a remake.

$25/hr invoiced weekly, paid bi-weekly, at 25 to 30 hours a week.

• Answering and returning every inbound enquiry fast. We hold a five-minute standard and we measure it
• A complete intake on every lead before it reaches sales
• A welcome call on every paid deposit, within one business day. Every one
• Walking DIY customers through installation before they start, not after they are stuck
• The post-install confirmation call
• Being the person a customer calls when they do not know who to call

• You are good on the phone with people who are mildly stressed and spending real money. That is the core skill, and it cannot be taught in 90 days
• You write clearly enough that a follow-up email does not create more questions
• You are organized without being reminded. Nobody is going to chase you to make the welcome calls
• You are comfortable saying "I don't know, let me find out and call you back" instead of guessing. Guessing is the main way this role causes damage
• Customer-facing experience in a trade, home services, or anywhere the customer had already paid

• 1099 independent contractor engagement, not employment
• 25 to 30 hours a week
• Weekly invoice, paid bi-weekly
• Calls are recorded for quality and training, and we explain exactly how that works before you start

• Speed to first contact on an inbound lead:
  Under 5 minutes
• Welcome call within 1 business day of a deposit: 100%
• DIY installs completed without a second support call: 95%

• Days 1–30:
  Sit in on intake and onboarding calls, learn the product and the install guide well enough to walk a customer through it, and start answering inbound enquiries.
• Days 31–60:
  Own the five-minute response, a complete intake on every lead before it reaches sales, and a welcome call on every paid deposit.
• Days 61–90:
  Run the whole post-sale sequence, and bring the three most common reasons DIY customers get stuck — with a fix for each — to the 90-day review.

Every hire, in every role, starts with a written 60-month plan built with you in your first weeks. It has three lines — personal, professional and financial — and it is what the regular PPF meetings review. From the first voice of the company to running client success: the onboarding playbook, the people who work it, and the DIY numbers it moves.