Onboarding Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

Urable, part of the Fullsteam organization is an all-in-one business management app designed for niche-oriented, service businesses, integrating scheduling, online booking, quoting/invoicing, payment processing, employee management, inventory tracking, and automated customer communication to streamline operations. Its scheduling and booking tools optimize job assignments and client convenience; while invoicing and payments ensure fast, secure transactions. Employee and inventory management simplify payroll and stock oversight, and automated texts enhance client engagement. With a sleek, user-friendly interface, Urable is easy to navigate, and our company delivers unparalleled customer service through dedicated onboarding and support.

Job Summary:

The Onboarding Specialist is an entry-level Customer Success role responsible for guiding new users through their free trial and first 30 days of their subscription. This role ensures customers are properly set up, understand how to use the platform, and receive timely support to prevent early churn.

The Onboarding Specialist works closely with trial users and early subscribers through video calls, live chat, and proactive outreach to help customers achieve early success and confidently continue using the platform.

Primary Responsibilities:

• Conduct onboarding video calls to help users set up their accounts and learn core platform features
• Lead Virtual Shop setup calls to configure online booking and related tools
• Provide basic Q&A support to trial users and early subscribers
• Respond to customer questions through live chat in a timely and helpful manner
• Complete account setup services for customers who request hands-on assistance
• Execute account transfer services for new locations or franchise accounts
• Proactively reach out to users within their first 30 days to offer onboarding support
• Identify early signs of confusion or disengagement and intervene before churn occurs
• Document onboarding activities and customer interactions in the CRM
• Escalate complex issues to senior support or account management when necessary

Skills & Competencies:

Core Skills:

• Strong communication skills (video, chat, and written)
• Ability to explain software features in a clear, simple way
• Basic technical aptitude and willingness to learn the product deeply
• Customer-first mindset with a focus on helping users succeed

Customer Success & Retention:

• Empathy and patience when working with new users
• Comfort guiding users through step-by-step setup processes
• Ability to spot confusion or frustration early

Operational:

• Strong organization and time management skills
• Ability to manage multiple onboarding sessions and chat conversations
• Experience with or willingness to learn CRM and support tools

Growth Potential

• Coachable and eager to develop into more advanced customer success or account management roles
• Comfortable working in a fast-paced SaaS environment

Minimum Qualifications:

• Bachelor’s Degree
• 3-5 years of experience in the role

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.