Role: Onboarding Specialist
Location: Remote (LatAm-based)
Compensation: $2,000–$2,500 USD/month
Schedule: Full-time, US time zone hours (Pacific-focused), Contractor
Tech Stack: CleanCloud platform, Google Workspace (Sheets, etc.), Intercom, HubSpot
At Near, we connect top talent in Latin America with exciting remote opportunities at U.S.-based companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
About the Company:
Our client is a global SaaS company in the laundry and dry-cleaning industry, helping SMBs (dry cleaners, laundromats, shoe repair, tailoring businesses) start, manage, and grow their operations through an all-in-one software platform. They work as a global team to create meaningful impact for local service businesses. With innovation and collaboration at their core, they are transforming how laundry and related services are operated and scaled, and building brighter futures for entrepreneurs and small business owners worldwide.
About the Role:
We’re looking for an Onboarding Manager who combines strong customer-facing skills with organization and ownership. You’ll manage 1:1 virtual onboardings for new customers, guide them from signup to go-live within ~30 days, and collaborate closely with onboarding, support, and leadership teams in the US and UK to ensure a smooth and high-quality customer experience. This role requires someone proactive, structured, and highly communicative, who can build rapport quickly, take initiative in the face of ambiguity, and deliver consistent results even when juggling multiple customers and deadlines.
You Will:
- Own the end-to-end onboarding journey for new SMB customers from kickoff through go-live (target ~30 days).
- Run 3–4 virtual onboarding sessions per day via video calls with customers and their teams.
- Import and configure customer data (e.g., customer lists, product lists, pricing) into the CleanCloud platform.
- Set up and configure business settings and workflows in the system according to each customer’s needs.
- Train customers and their employees on how to effectively use the platform day-to-day.
- Act as the main point of contact during the onboarding phase, building trust and rapport quickly.
- Follow up between sessions via email, calls, and Intercom to keep customers on track and engaged.
- Perform basic data work in spreadsheets (Google Sheets/Excel) for product/customer imports and configurations.
- Collaborate closely with hardware, payments, and other internal teams when additional setup support is needed.
- Coordinate daily with onboarding colleagues in the UK and US to ensure coverage and alignment.
- Maintain accurate records of onboarding progress and customer status in internal tools (e.g., Intercom, HubSpot).
- Contribute feedback from customers to improve onboarding processes and the product experience over time.
About You:
Your Background:
- 2–3 years in a customer onboarding or implementation role for a SaaS product (not pure support).
- Solid experience leading live video calls and trainings with customers.
- Strong English communication skills — confident presenting and explaining workflows on camera.
- Comfortable working with spreadsheets (Google Sheets/Excel) for basic data imports and configuration.
- Highly organized, process-driven, and able to manage multiple onboardings in parallel.
- Proactive, ownership-driven, and motivated to grow into increased responsibility (e.g., team lead/regional lead).
Nice to Have:
- Previous experience in a technical support or implementation role, especially involving basic hardware setup (e.g., printers).
- Hands-on experience with Intercom and/or HubSpot.
- Prior experience at SMB-focused SaaS companies (e.g., POS, vertical SaaS like Toast, Square, Owner.com, etc.).
- Experience working with US-based customers and US time zones.
- Familiarity with small-business operations (retail, services, or similar environments).
Compensation & Benefits:
- Compensation: $2,000–$2,500 USD/month
- Benefits:
- 20 days of PTO per year (including national holidays)
- Company-provided equipment for remote work
- Opportunity to grow into team lead / regional office lead roles as the LatAm team scales
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