Customer Onboarding Specialist

<b>Description</b><br><p class="tourial-last-focused">As a Customer Onboarding Specialist, you’ll be the primary guide for new users, ensuring their successful integration and initial value realization with Insycle. While your main focus will be on onboarding and strategic guidance, you will also provide essential technical support as needed, meeting customers live on Zoom, and collaborating closely with our product and sales teams to empower customers and build their confidence in using Insycle.</p><br> <b>Company Overview</b><br><p class="">Insycle is on a mission to make working with data easy, fun, and not scary. We help teams clean, manage, and organize customer data inside CRMs like HubSpot and Salesforce—without code. Our customers use Insycle to simplify processes that normally require heavy technical skills, enabling them to move faster, reduce errors, and get better results from their data.</p><p><br></p><p class="tourial-last-focused">We are a B2B SaaS startup where systems are evolving. If you enjoy solving puzzles and care deeply about helping people succeed, we want to meet you.</p><br> <b>Requirements</b><br><p>✅ You’re a Fit If You…</p><ul><li>3+ years of experience in high-quality support, onboarding, solutions consulting, or a similar technical customer-facing role</li><li>You’re a strong communicator who’s equally comfortable over chat, email, or Zoom</li><li>You’re curious, driven, and like figuring things out—you don’t stop until you find a solution</li><li>You can troubleshoot and explain technical challenges clearly, even when documentation is light</li><li>You’re confident working with data tools and CRMs like HubSpot or Salesforce</li><li>You’re collaborative, enthusiastic, and thrive in a fast-moving, remote team</li><li>You’re aligned with our mission: make it fun, easy, and not scary to work with data</li></ul><p>🚫 This Role Is Not for You If…</p><ul><li>You prefer to work strictly from a script</li><li>You need a support resource on calls to answer technical questions</li><li>You need rigid structure and aren’t energized by ambiguity or wearing different hats</li><li>You're adverse to following and/or helping develop new processes</li><li>You're not proactive about optimizing the customer's initial experience or looking for better ways to onboard users</li></ul><p>🛠 Tools We Use</p><ul><li>HubSpot (CRM)</li><li>Intercom (live chat)</li><li>Zoom (customer training, demos, onboarding)</li><li>Slack (team collaboration)</li><li>ChatGPT and AI-powered tools (within Intercom, HubSpot, etc.)</li></ul><br> <b>What You’ll Do</b><br><p class="">Onboarding</p><ul><li>Lead and support onboarding for new customers, helping them see value early and often.</li><li>Strategically guide customers to not only solve their initial use case but also explore other ways to leverage the product.</li><li>Develop and refine onboarding workflows to ensure a seamless and effective transition for new users.</li></ul><p class="">Support</p><ul><li>Serve as the first line of support for customers via Intercom chat and Zoom video calls</li><li>Troubleshoot advanced technical issues related to data formatting, automation workflows, bulk record operations, and more</li><li>Collaborate with customers to solve complex use cases, combining curiosity with technical savvy</li></ul><p>Training and Demos</p><ul><li>Join and contribute to sales demos as a technical expert, offering insight and creative solutions</li><li>Deliver thoughtful, caring support during Zoom sessions—listen actively, understand the customer’s goals, and offer creative, high-quality guidance tailored to their needs</li></ul><p>Contribute to Customer Service Team</p><ul><li>Improve and extend our documentation, templates, and internal processes as you identify gaps</li><li>Think critically—suggest new approaches, identify patterns, and help build scalable solutions</li><li>Be an internal advocate for our customers—what they need, what’s confusing, what’s working—and bring ideas to the team</li></ul><br> <b>Qualities We're Looking For</b><br><p><strong class="tourial-last-focused">Why This Role Is Exciting</strong></p><p>You’ll be on the front lines of a product that customers love but still need help mastering. You’ll work with smart business users and help them become even more successful. Your ideas will directly influence our support processes, product improvements, and customer experience.</p><p>We’re a small team with a big mission, and your voice will matter. You’ll get to shape not just how we support customers—but how we grow.</p><br> <b>Compensation &amp; Benefits</b><br><ul><li class="tourial-last-focused">$70K - $90K Annual</li><li>0.05% - 0.1% Equity</li><li>Medical, dental, and vision insurance.</li><li>401K with a 4% company contribution.</li><li>PTO, sick and unplanned time off, holidays.</li><li>Full-time, working Monday-Friday (9 am - 6 pm) in the Central or Eastern time zone</li></ul><br>