Customer Onboarding Specialist

Company Overview

A fast-growing SaaS tech startup building browser extension software designed specifically for independent insurance agencies. By eliminating manual data re-entry across carrier portals, Agency Management Systems (AMS), and rating tools, the software saves insurance professionals significant time on every quote. The company is focused on delivering exceptional customer experiences that turn initial sign-ups into long-term, highly active software users.

Mission

We are looking for a Customer Onboarding Specialist to take ownership of the post-sale customer journey. In this role, your primary mission is to take new insurance agency clients from signed contract to complete software adoption, driving user activation, running hands-on onboarding sessions, and ensuring the product becomes a daily habit in their workflow.

Key Responsibilities

• Understand each customer's systems, tools, and workflows and create a personalized onboarding experience.
• Lead initial onboarding calls, clearly demonstrate the product, and guide customers through hands-on setup and use.

• Provide fast, accurate customer support via chat and phone.

• Follow up with customers after onboarding through scheduled check-ins to reinforce product adoption and usage.

• Monitor customer usage and identify opportunities to reactivate inactive accounts or support potential upsells.

• Build strong, trusted relationships with customers and ensure they feel supported throughout their journey.

• Gather customer feedback, identify recurring issues, and communicate insights to the product team.

• Advocate for improvements that enhance the overall customer experience.

• Proactively follow up with customers and ensure onboarding milestones are completed without requiring reminders.

• Drive customer activation and help customers become confident, independent users of the product.

Qualifications

• Years of Experience: Prior experience in SaaS customer onboarding, customer success, account management, or insurance agency operations highly preferred.
• Insurance / Tech Knowledge: Experience working inside an independent insurance agency (as a producer or account manager) or familiarity with carrier portals and AMS systems is a major advantage.
• Strong verbal and written communication skills.
• Excellent interpersonal skills with the ability to read customer needs and adapt communication accordingly.
• Patient, organized, proactive, and highly detail-oriented.
• Ability to explain technical products and processes clearly without over complicating them.
• Strong follow-up and relationship-management skills.
• Comfortable leading customer calls and providing hands-on product guidance.
• Customer onboarding, customer success, SaaS, or insurance industry experience is a plus but not required.
• Familiarity with insurance agency workflows, carrier portals, agency management systems (AMS), or rating platforms is a strong advantage.
• Previous experience as an insurance producer or account manager at an independent insurance agency is a major plus.
• Comfortable working remotely and managing multiple customer relationships independently.

Skills & Competencies

• Drive to Activation — laser-focused on moving users from zero-usage to consistent daily software habits.
• Clear Software Training — skilled at guiding non-technical users through web browser tools and workflows over screen shares.
• Proactive Account Monitoring — identifies silent drop-offs early and re-engages users before churn happens.
• Customer Advocacy — acts as the voice of the customer internally, turning user feedback into actionable insights for product engineering.

Technical Requirements

• Own PC or laptop with strong processing speed and updated web browsers
• High-speed, stable internet connection (wired connection recommended)
• Quiet, professional remote environment suitable for daily customer video calls
• Dedicated headset with a clear, high-quality microphone

Position Description

• Working Hours: 4 pm to 12 am Beirut time, 8 hours/day.
• Competitive Base Salary ($1,500 - $2,500 USD/month, depending on experience)
• Working Days: 5 days a week (Monday through Friday)
• Days Off: Saturday and Sunday
• Work Location: Fully-remote, work from home
• PTO (Paid Time Off): Standard time off with advance notice