Role Description We're hiring an Onboarding Specialist to own the customer onboarding experience end-to-end. You'll be the first person our new customers meet after signing up, and you'll make sure they launch successfully, see value fast, and feel genuinely supported along the way. This role reports to the Customer Success Lead and is our first dedicated onboarding hire. You'll help build the playbooks, processes, and resources that scale onboarding as we grow. - Customer Onboarding & Activation - Own the onboarding journey from signup/handoff through first value milestone - Lead guided setup sessions (Zoom, email, chat) — configure surveys, branding, distribution channels, user access, and reporting - Support integration setup with helpdesks and CRMs (Zendesk, Gladly, Intercom, HubSpot, Salesforce, Freshdesk) - Troubleshoot first-week issues and remove blockers so customers launch on time - Deliver a fun, consultative, and educational onboarding experience - Playbook & Process Building - Co-develop onboarding playbooks, checklists, and templates with the CS Lead - Create scalable onboarding resources: setup guides, short videos, FAQ articles, and knowledge base content - Identify patterns in where customers get stuck and build solutions to prevent repeat friction - Document onboarding workflows and continuously improve them - Handoffs & Cross-Functional Coordination - Partner with Sales on consistent handoff inputs (what was promised, use case, success criteria, timeline, stakeholders) - Set clear expectations with customers on steps, timelines, and responsibilities - Hand accounts to the CS team with strong notes and context once onboarding is complete - Collaborate with Support to ensure smooth transitions for technical issues - Tracking & Reporting - Track onboarding progress and flag at-risk accounts early - Report on onboarding KPIs: time-to-value, onboarding completion rate, onboarding CSAT - Customer Engagement & Feedback - Capture product feedback from onboarding friction and recurring implementation issues - Collaborate with Product and Support to improve the onboarding experience - Contribute to the Voice of Customer program by surfacing patterns and insights Qualifications - 3+ years in onboarding, implementation, customer success, or technical support (SaaS preferred) - Strong customer-facing communication and training skills in English (spoken + written) - Practical troubleshooting ability — you can figure out integrations and explain them simply - Experience with helpdesk or CRM platforms (Zendesk, Intercom, HubSpot, Freshdesk, Salesforce, etc.) - Organized and process-oriented — clear notes, repeatable workflows, no dropped balls - Available for night shift: 9 PM – 6 AM PHT Requirements - Nice to have: Experience with CSAT, NPS, or CES workflows - Nice to have: Experience building onboarding playbooks or customer-facing documentation - Nice to have: Understanding of SaaS integrations (APIs, webhooks, Zapier) Benefits - Competitive salary - Flexibility in work set-up - Comprehensive health insurance and a self-improvement fund to support your growth - Work with a friendly, quirky team of geeks

• Provide personalized onboarding support for customers who sign up for our Fast Track Packages. • Help Fast Track customers solve existing onboarding issues through engagement that meets their onboarding demands. • Able to provide compliance guidance for all A2P products. • Manage Onboarding SLAs and credit utilization for each product • Partner with operations teams to scale onboarding volumes per assigned customer • Join weekly calls with customers to report metrics and review any open items or additional onboarding needs • Wear the Customer Shoes: Provide onboarding support for common customer inquiries through slack in addition to Service now; to ensure customers have an excellent experience with Twilio. • Draw the Owl: Assess the nature of product or service issues and resolve basic level problems • Ruthlessly Prioritize: Log customer interactions and tag/categorize issues accordingly. • Be Bold: Diagnose trends and report findings to our product team to ensure product related issues are resolved

Role Description Responsible for being the primary liaison between the Bank and the customer while directing cross-functional resources dedicated to opening commercial DDA accounts. The Commercial Client Onboarding Specialist communicates directly with clients and works as the liaison between the client and our internal teams for all matters relating to account/service on-boarding. - Provide all commercial DDA clients with high-touch, value added support. - Ensure all documentation requirements for Deposits and Treasury Management have been met. - Have a strong customer-centric focus and provide high-quality customer service. - Set clear expectations with clients. - Follow policies and procedures as defined. - Achieve results by identifying, assessing, managing, monitoring, and reporting risks. - Anticipate situations to ensure an exceptional client experience. - Communicate quickly and adapt to complex situations while utilizing bank resources. - Leverage necessary business partners when needed. Qualifications - Bachelor's Degree or equivalent experience. - 3-5 years banking experience required including Commercial Bank experience. - Minimum 3 years demonstrated client service experience required (phone and face to face). - Demonstrated experience supporting multiple lines of business, verticals, and all segments of an organization. - Excellent written and verbal communication skills. - Strong interpersonal and relationship-building skills. - Ability to filter and analyze information to facilitate decision making. - Ability to cope with complexity and adapt to new circumstances. - Strong organizational skills. - Extensive experience with Microsoft Office products. Requirements - Effectively prioritize work efforts to meet client deadlines. - Utilize internal systems to collect information and prepare documentation. - Maintain accurate and up-to-date records of all onboarding activities. - Ensure client satisfaction through partnership with the Commercial Payments Sales Team. - Set and manage client expectations through clear communication. - Provide advice, guidance, and insight to support the relationship. - Exhibit innovative behaviors that support relevant and practical solutions to clients. Benefits - Comprehensive benefits programs designed to support the individual needs of employees and their families. - Opportunity to participate in an incentive compensation plan based on performance.

• Lead onboarding plans for assigned client accounts, including timelines, milestones, deliverables, and stakeholder communications • Create, maintain, and continuously improve onboarding playbooks, job aids, training materials, and process documentation to support scalable delivery • Coordinate internal readiness across Operations, Technology, Training, and Quality to ensure people, process, and technology prerequisites are met prior to go-live • Facilitate onboarding governance (kickoffs, status reviews, and steering updates), tracking risks, issues, dependencies, and action items through resolution • Define onboarding success measures and reporting (e.g., schedule adherence, training completion, readiness checklists, defect trends) and provide clear updates to leaders and clients • Support change management by aligning communications, training, and knowledge transfer plans to promote adoption and a consistent client experience • Lead post-go-live stabilization activities, including hypercare support, issue triage, and transition to steady-state operations • Capture lessons learned and partner with Continuous Improvement (CI) to standardize best practices and reduce onboarding cycle time • Provide day-to-day leadership for a cross-shore team, including work allocation, coaching, and removing delivery blockers • Set clear expectations and goals; conduct regular 1:1s, performance feedback, and annual review inputs in alignment with company processes • Partner with Talent Acquisition and Resource Management on hiring, onboarding, scheduling, and capacity planning to meet client and business demands • Develop team capability through targeted training, cross-training, and documented development plans; identify succession and coverage needs • Promote a culture of accountability, inclusion, and continuous improvement; recognize strong performance and address performance concerns promptly • Ensure onboarding activities align to applicable privacy and security requirements, including HIPAA and protection of PHI/PII • Coordinate required access provisioning and role-based access controls with Technology and Operations; validate least-privilege access for tools and systems • Confirm completion of required compliance training and attestations for team members supporting client onboarding and delivery • Maintain onboarding documentation and evidence needed for audits and client requirements (e.g., process controls, training records, access approvals) • Escalate and support timely resolution of privacy or security concerns, including suspected incidents, in accordance with established reporting procedures • Partner with Sales, Training, Continuous Improvement (CI), Technology, and Operations to incorporate applicable inputs into onboarding design and optimization • Serve as a point of coordination to align cross-functional deliverables, surface risks early, and ensure a seamless handoff from sales to delivery