Onboarding Specialist

Onboarding Specialist

Lightspeed Voice is seeking a motivated and customer-focused Onboarding Specialist to join our growing team. The Onboarding Specialist plays a critical role in ensuring new customers are successfully set up on the Lightspeed Voice platform. This position serves as a technical and operational liaison between customers and internal teams, guiding clients through the onboarding process while identifying risks, resolving issues, and driving engagement.

The core of this role is centered on phone and written communication with customers and external platform support teams to ensure profiles are configured accurately and efficiently. Onboarding Specialists are product experts who help establish strong customer relationships from day one.

• Serve as the primary point of contact for customers throughout the onboarding process.
• Liaise between customers and internal teams to facilitate successful and timely onboarding completion.
• Coordinate and execute all onboarding-related activities for new clients.
• Manage clients onboarding using direct communication channels, including phone and email.
• Monitor and encourage customer engagement during the onboarding period.
• Identify at-risk customers and proactively work to resolve issues and keep onboarding on track.
• Provide phone and email-based technical support related to applicable Lightspeed Voice software and platforms.
• Track onboarding tasks against established schedules and milestones.
• Coordinate with internal teams to ensure onboarding goals and timelines are met.
• Identify key customer contacts and connect them with appropriate Lightspeed Voice resources

• High School Diploma required. BA or BS preferred.
• 1+ years of Customer Onboarding, Networking, VoIP telephony, Trouble Shooting, Customer Service, or Call Center experience.
• Excellent written and verbal communication skills. (in-person, written, and phone).
• Strong interpersonal skills and the ability to build rapport with clients.
• A persistent, resilient, and goal-oriented mindset.
• Ability to work independently and as part of a team in a fast-paced environment.
• Professional and friendly customer service demeanor.
• Proficiency in Microsoft Excel, Outlook, and Word; comfort with paperless workflows.
• Team-oriented attitude with a willingness to learn.

• Extensive VoiP Telephony Experience.
• Familiarity with the UCaaS, MSP, and VoIP support cycles.
• ERP System Experience
• Experience with basic router configurations and other network devices like switches, IP telephones, basic networking issues and tools, LANs, WANs, and internet connectivity issues, like ping, trace route, etc.

• Represent the company professionally in all internal and external interactions.
• Contribute ideas and participate in initiatives supporting company goals.
• Perform office-based work requiring extended periods of computer use.
• Occasional lifting or moving of office materials, up to 50lbs.
• Ability to sit for long periods of time and utilize a computer for extended periods of time.