Product Onboarding Specialist 🤖⚙️ - LATAM - Remote

Product Onboarding Specialist 🤖⚙️ - LATAM - Remote Help customers resolve critical issues with confidence, build reliable support systems, and turn complex workflows into fast, consistent outcomes every time. We usually respond within a week Company Overview Our client is a focused, growing SaaS company building the all-in-one booking and park-management platform for outdoor hospitality. Its software helps campground, RV park, and glamping operators manage reservations, availability, rates, payments, guest messaging, and reporting from one place. It also runs a traveler-facing marketplace that brings operators more bookings. Many customers are small and mid-sized businesses moving away from scattered tools, and they value one thing above all: practical, patient help getting it right. Your Role This is not a "read the script and close the ticket" role. You'll own the customer experience from kickoff to launch. That means learning the product inside and out, understanding how each park actually operates, and setting customers up so the platform fits their real-world workflows. Every campground is different: unique rate rules, site layouts, seasonal patterns, and different levels of comfort with technology. Your job is to simplify that complexity. You'll anticipate where customers get stuck and guide them before it becomes a blocker. Success looks like smooth launches, confident customers, and product and engineering teams hearing clearly what customers need. You’ll: Guide new customers through onboarding end to end, from kickoff calls to go-live Become a true expert on the platform, including availability, rates, payments, site maps, reporting, and guest communication Deliver tailored demos that turn complex features into simple, practical examples Build onboarding plans, setup checklists, and clear follow-up emails after every call Spot common points of confusion early and address them proactively Share specific customer insights, recurring questions, and pain points with product and engineering Keep notes, next steps, and setup details organized in CRM and tracking tools Stay calm, responsive, and organized during peak-season urgency You Bring: 2+ years of customer-facing experience, ideally in SaaS onboarding, implementation, customer success, support, or product training Experience onboarding or training customers on a software product The ability to explain complex software in plain language to non-technical users Real curiosity about product details, and enjoyment of becoming the go-to expert Strong organization and follow-through across calls, notes, and next steps Comfort with CRM, helpdesk, or project-tracking tools Excellent written and spoken English Patience and empathy with users who feel overwhelmed by new tools, including when you're explaining the same concept for the third time Bonus Points: Experience in hospitality, reservations, booking, or payments software Background in implementation work with complex, configurable setups Experience turning customer feedback into clear, actionable notes for product teams What’s Offered: Remote setup with schedule overlap for customer calls and team collaboration Compensation of $1,500–2,000 USD, based on experience Growth paths into customer success ownership, implementation leadership, product education, or customer operations A lean, hands-on team where your work is visible and valued The chance to help small businesses in outdoor hospitality modernize and grow Direct influence on the product through the customer insights you bring back Interview Process 1️⃣ Application review and screening call with Atomic HR 2️⃣ Customer-facing interview, walking through your onboarding or implementation experience 3️⃣ Hiring team conversation on product curiosity, ownership, and handling customer complexity 4️⃣ Practical exercise, such as explaining a feature, running an onboarding scenario, or writing a customer follow-up 5️⃣ Final conversation and offer Department Operations & Business Role Customer Support Specialist/Manager Locations Multiple locations Employment type Full-time About Atomic HR We connect talented tech professionals in Latin America and Canada with remote career opportunities at innovative startups worldwide. We specialize in finding roles that align with your skills, experience, and career goals. Our personalized approach ensures you're matched with companies that value your contributions and offer opportunities for growth. Whether you're a software engineer, designer, marketer, or other tech professional, we're here to help you take the next step in your career. Applicant tracking system by Teamtailor