El Customer Support & Onboarding Specialist es responsable de acompañar a los clientes durante su proceso de implementación y adopción de la plataforma, brindando soporte continuo y asegurando una experiencia positiva. Este rol contribuye a la satisfacción del cliente, la retención y el uso efectivo del producto. Responsabilidades - Guiar a nuevos clientes durante el proceso de onboarding - Realizar sesiones de capacitación sobre la plataforma - Acompañar la adopción y uso de funcionalidades - Brindar soporte a consultas y requerimientos de usuarios - Identificar problemas y escalar casos técnicos cuando sea necesario - Monitorear el uso de la plataforma y contactar usuarios proactivamente - Crear y actualizar documentación, FAQs y materiales de capacitación - Recopilar feedback de clientes y reportar oportunidades de mejora - Mantener registros de interacción con clientes - Colaborar con equipos de producto, ventas y customer success - Apoyar la optimización de procesos de soporte y onboarding Requisitos - Experiencia en soporte al cliente, onboarding o customer success - Experiencia trabajando con plataformas SaaS (deseable) - Habilidades de comunicación verbal y escrita - Capacidad para explicar conceptos técnicos de forma sencilla - Manejo de herramientas digitales y software - Orientación al cliente y resolución de problemas - Capacidad de organización y seguimiento Deseable - Experiencia en entornos B2B - Experiencia creando material de capacitación - Familiaridad con herramientas de colaboración remota - Conocimiento básico de análisis de uso o métricas de producto - Portugués intermedio (plus) Habilidades blandas - Proactividad - Empatía con el cliente - Comunicación efectiva - Resolución de problemas - Autogestión - Trabajo en equipo - Orientación a resultados - Adaptabilidad *Al postularte a esta posición, crearemos tu Simera Professional Key (SPK) — una clave única que te ayuda a conectarte con empleadores, destacar y asegurar la oportunidad adecuada. ✨

• Advocate for restaurant owners so that they maintain ownership of their mobile app or online presence • Coach and educate restaurant owners on the best practices for their online ordering setup, backed by statistics and rigorous SEO testing by our product team. • Work on projects and initiatives that improve our internal processes • Impact the Owner platform design by providing relevant product feedback to our engineering team • Partner and collaborate successfully with cross-functional teams

• Advocate for restaurant owners so that they maintain ownership of their mobile app or online presence • Coach and educate restaurant owners on the best practices for their online ordering setup, backed by statistics and rigorous SEO testing by our product team. • Work on projects and initiatives that improve our internal processes • Impact the Owner platform design by providing relevant product feedback to our engineering team • Partner and collaborate successfully with cross-functional teams

Onboarding Specialist Location: Columbus, GA or Atlanta, GA preferred. Open to Remote We are looking for an Onboarding Specialist to guide new SMB customers through a structured, high-quality onboarding experience that enables successful adoption, early value realization, and a smooth transition into ongoing support and success models. This role operates within the Professional Services & Onboarding organization and plays a critical role in setting the foundation for long-term customer outcomes. The Onboarding Specialist partners closely with Product, Customer Success, Support, PMO, and Performance Insights—executing standardized onboarding engagements that drive adoption and long-term customer success. What you'll do: Customer Onboarding & Adoption - Execute standardized onboarding engagements aligned to defined onboarding frameworks, timelines, and scope - Guide customers through setup, configuration, and orientation activities to ensure readiness and adoption - Deliver training and enablement resources tailored to customer needs and maturity - Identify onboarding risks, escalate issues appropriately, and support resolution to maintain delivery momentum Delivery Execution & Coordination - Track onboarding progress against milestones, timelines, and success criteria - Maintain accurate onboarding documentation, customer notes, and delivery artifacts throughout the engagement lifecycle - Collaborate cross-functionally to ensure smooth handoffs to Customer Success or Support teams - Operate within PMO governance frameworks, delivery standards, and Performance Insights reporting models Continuous Improvement & Enablement - Contribute to the documentation and refinement of onboarding processes, templates, and best practices - Participate in feedback loops to improve onboarding quality, consistency, and efficiency - Support adoption of new tools, methodologies, and operating standards introduced by the organization AI-Enabled & Data-Driven Ways of Working - Leverage approved AI tools and automation to improve onboarding efficiency, quality, and consistency - Use data, dashboards, and AI-supported insights to monitor onboarding health, identify risks early, and inform next steps - Continuously build AI literacy and apply AI-enabled practices as part of day-to-day delivery - Contribute to a culture of continuous improvement by identifying opportunities to streamline and enhance onboarding workflows What you'll bring: - Experience supporting SaaS onboarding, implementation, or customer enablement engagements - Strong customer-facing communication, facilitation, and training skills - Ability to manage multiple onboarding engagements with accountability and attention to detail - Comfort working within structured delivery frameworks and onboarding plans - Ability to document requirements, configurations, and processes clearly and accurately - Familiarity with onboarding methodologies, tools, and delivery frameworks - Comfort working with data, dashboards, and structured processes - Organized, proactive, and execution-focused with strong follow-through - Customer-centric and adaptable in dynamic environments - Ownership-oriented, proactive, and accountable - Collaborative team player aligned to shared outcomes and delivery standards - Analytical and problem-solving skills with a focus on customer outcomes - Proficient with Windows, Microsoft Office, and Adobe Acrobat applications - Excellent written and oral communication skills Why This Role: - Serve as a key delivery contact during a critical phase of the customer journey, setting the foundation for long-term success - Work at the intersection of technology, operations, and customer experience in a fast-paced SMB environment - Operate in an AI-forward environment with access to modern tools that amplify your efficiency and impact - Contribute directly to measurable outcomes—customer satisfaction (CSAT), onboarding cycle time, and early adoption—that matter to the business - Own individual OKRs aligned to executive and functional priorities, with measurable outcomes tracked throughout the year The Company offers a comprehensive employee benefits program, including: - Medical, dental, and vision insurance options - 100% Employer paid short/long term disability - Basic Life - 401(k) option with 100% company match up to 4% - Non-Exempt employees have a generous accrual policy - 10 sick days annually - 10 company paid holidays - 6 weeks paid parental leave Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws. Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more. Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities. Interview Process & Expectations Our interviews are designed to be interactive and conversational. Candidates are expected to respond based on their own experience and thinking during live interviews. To ensure a fair and consistent interview experience, the use of real-time AI tools or other external assistance to generate or guide interview responses is not permitted. Interviews are intended to reflect an individual's judgment, problem-solving approach, and communication. CCPA Disclosure Notice: Click Here