Platform Onboarding Support Specialist - Bilingual

About the role

This position sits at the intersection of customer success, technical support, and training. It is a hybrid role with time spent in the Tempe, AZ office as well as remote work. Must be bilingual in Spanish.

Responsibilities

• User Onboarding & Training
  • Guide new users through the onboarding process.
  • Provide live training sessions, webinars, or recorded demos.
  • Tailor onboarding based on user needs or business type.
  • Educate users on key features, best practices, and workflows.
• Account Setup & Configuration
  • Assist users with setting up their accounts and profiles.
  • Help configure integrations, APIs, or custom settings as needed.
  • Ensure user environments are correctly set up before go-live.
• Customer Support & Troubleshooting (Early Stage)
  • Answer user queries during the onboarding phase.
  • Troubleshoot technical issues and escalate to appropriate teams.
  • Track and resolve onboarding roadblocks.
• Documentation & Resources
  • Provide onboarding materials like guides, checklists, FAQs, and walkthroughs.
  • Collaborate with marketing or product teams to update training content.
• Client Engagement & Success Monitoring
  • Monitor engagement metrics (logins, feature usage, etc.) during onboarding.
  • Follow up with users to ensure they're progressing through onboarding milestones.
  • Proactively engage at-risk users to ensure successful adoption.
• Feedback & Product Insights
  • Collect and relay user feedback to product or development teams.
  • Identify common pain points to improve the onboarding flow or platform UI/UX.
• Collaboration with Cross-Functional Teams
  • Work closely with sales, product, customer success, and engineering teams.
  • Ensure a smooth hand-off from sales to onboarding and from onboarding to customer success.

Schedule

Hybrid role with required time in the Tempe, AZ office as well as remote work.