Onboarding Specialist, Otter - Los Angeles

Who we are 

In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur, you also need to have a passion for technology. We believe in the joy of serving others, and that's why we created Otter – to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches. 

What you’ll do

The SMB Onboarding Specialist - Otter POS supports the successful onboarding of small- to medium-sized business (SMB) customers as they adopt the Otter POS platform. This role focuses on ensuring a smooth and timely account setup experience, managing onboarding workflows, and contributing to activation and retention goals. The ideal candidate is detail-oriented, customer-obsessed, and thrives in process-driven environments.

This role may require occasional in-person installation and activation support in and around Los Angeles.

Key Responsibilities:

• Onboarding Execution: Manage onboarding workflows, including account creation, subscription management, and menu configuration, ensuring each customer is set up for long-term success.
• Customer Communication: Coordinate directly with customers and internal teams (e.g., Sales, Support) to gather necessary information and provide timely updates throughout the onboarding process.
• Customer Education & Training: Deliver in-depth platform walkthroughs, ensuring customers are fully equipped and confident in using Otter POS independently post-onboarding. May require occasional in-person onboarding.
• Activation Support: Monitor activation progress within key milestones (e.g., 30-day, EOQ activation targets) and follow up with accounts to address blockers.
• Documentation & SOP Adherence: Follow standardized processes and maintain accurate logs of each onboarding step in relevant tools (e.g., Salesforce, onboarding trackers).
  Issue Resolution: Troubleshoot common onboarding roadblocks and escalate complex issues to the appropriate teams with detailed context.
• Performance Monitoring: Track personal onboarding performance against SLAs and KPIs and support QA or audit efforts as needed.

What we’re looking for

• 1–2 years of experience in onboarding, customer support, or account coordination roles.
• Business-level fluency in both English and Spanish (spoken and written).
• Ability to travel to customers within Southern California.
• Strong organizational skills with high attention to detail.
• Effective written and verbal communication skills, especially in customer-facing interactions.
• Comfortable navigating onboarding platforms, CRM systems, and documentation tools.
• Self-motivated and proactive in identifying and resolving onboarding issues.
• Experience using tools like Salesforce, Google Sheets, and Slack.

• Familiarity with SMB operations or startup environments preferred.
• Prior exposure to POS systems, integration processes, or digital platform onboarding preferred.
• Restaurant experience preferred.

Why join us 

• Demand for online food delivery is growing really fast! In the last 5 years, just in the US, the overall market has expanded 10X from $10B to $100B, and could expand to $500bn- $1T by 2030.
• Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery. 
• Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success.

What else you need to know 

This role is based in our LA office. As a company driven by innovation and continuous change, close collaboration is essential. We’re constantly reimagining our industry, creating new products, and refining our processes, and we do our best work together. That’s why all of our office-based teams work onsite, five days a week. 

Ready to join us as we serve those who serve others? 

#LI-Onsite