Senior Onboarding Specialist (Web)

Orderful Inc.; Canada; Remote; CAD 61,000 - 74,000; Full time

Job summary

Orderful Inc. is seeking a customer onboarding leader to enhance the onboarding experience for clients using their EDI platform. This role involves developing best practices, leading customer engagements, and improving processes to ensure a smooth onboarding journey. Ideal candidates should be empathetic and technically fluent, ready to drive customer success in a fast-paced environment.

Benefits

Unlimited PTO

Competitive Compensation

Health Insurance

Lifestyle Work From Home Benefit

Stock Options

Weekly Yoga

Qualifications

• Proven experience in onboarding or customer success roles for technical SaaS products.
• Strong understanding of EDI protocols.
• Excellent communication skills for non-technical stakeholders.

Responsibilities

• Lead onboarding engagements for new customers focusing on EDI connections.
• Develop onboarding playbooks and best practices.
• Collaborate with cross-functional teams to resolve technical issues.

Skills

Communication

Project Management

Customer Success

Technical Fluency

Job description

About Orderful

Orderful is an API for EDI platform connecting the world's supply chain. Any company that buys or sells products trades electronic data interchange (EDI) data in an effort to streamline communication. These companies exchange transactions like purchase orders, invoices, shipment notices and more. Orderful is turning a legacy industry on its head, making EDI data trading effortless. Our API leverages modern technology that dramatically improves infrastructure for our customers. Enterprises connect once to our API and trade EDI transactions with their supply chain partners leveraging Orderful’s growing network of thousands of companies.

About Orderful

Orderful is an API for EDI platform connecting the world's supply chain. Any company that buys or sells products trades electronic data interchange (EDI) data in an effort to streamline communication. These companies exchange transactions like purchase orders, invoices, shipment notices and more. Orderful is turning a legacy industry on its head, making EDI data trading effortless. Our API leverages modern technology that dramatically improves infrastructure for our customers. Enterprises connect once to our API and trade EDI transactions with their supply chain partners leveraging Orderful’s growing network of thousands of companies.

We are growing rapidly and continually looking for top-notch talent to join our team. Ideal candidates have a desire to be a part of building something unique and important, with a strong curiosity to learn and grow.

Our Core Company Values

As a team, we're guided by three core values. They impact what we are building, while helping us stay true to ourselves and accountable to each other.

• Commitment to Customers
• Learn, Iterate, Grow
• Build a Great Community
  
  

Why work with Orderful?

• Unlimited PTO
• Competitive Compensation
• Lifestyle Work From Home Benefit
• Health Insurance (Life, Medical, Dental)
• Choice of Equipment
• Progressive Work Environment
• Opportunity to make significant impact on the growth of a company
• Remote Work
• Flexibility
• Stock Options
• Unlimited PTO
• Competitive CompensationLifestyle Work From Home Benefit
• Health Insurance (Life, Medical, Dental, Vision, EAP)
• Progressive Work Environment
• Opportunity to make significant impact on the growth of a company
• Remote Work
• Flexibility
• Stock Options
• Weekly Yoga
  
  

About The Role

We are looking for a customer onboarding leader who thrives in ambiguity and excels at establishing clarity. This role is responsible for shaping how our customers experience the technical onboarding journey, particularly those who are not early adopters of new technologies. You will be the architect of onboarding best practices for our EDI-based product, and you will lay the groundwork for a scalable, repeatable, and exceptional onboarding process.

As an early hire in this function, you will be both strategic and hands-on—setting the direction, solving customer problems, and laying the foundation to grow and scale a team as the business expands.

What You'll Do

• Lead and execute onboarding engagements for new customers, with a focus on those setting up EDI connections and participating in EDI testing.
• Develop and document onboarding playbooks and best practices that can be used internally and by customers.
• Collaborate with Product, Engineering, and Support to unblock technical issues and ensure smooth onboarding experiences.
• Build scalable processes that improve the time-to-value for customers and increase internal efficiency.
• Serve as the voice of the customer during onboarding to influence product improvements and roadmap decisions.
• Create templates, tools, and documentation to make technical onboarding easier and more consistent across a range of customer technical capabilities.
• Own the hiring, training, and enablement of future onboarding team members as the function grows.
  
  

About You

You are a hybrid thinker—empathetic, structured, and technically fluent. You are comfortable leading external conversations with customers, managing internal technical complexities, and defining new processes from scratch. Ambiguity energizes you rather than frustrates you, and you instinctively look for patterns that lead to process improvements.

You care deeply about customer success, but also know that success at scale requires clear documentation, cross-functional alignment, and tools that enable others to succeed. You’re ready to define what “great” looks like and to hire, train, and lead others to deliver it consistently.

Qualifications

• Proven experience in onboarding or customer success roles for technical SaaS products.
• Strong understanding of EDI protocols and experience assisting customers with EDI connection setup and testing OR expertise in logistics, shipping, and compliance related to US Retail ecosystem.
• Excellent communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Demonstrated ability to operate independently, define new processes, and lead cross-functional projects.
• Comfortable working directly with customers, including those who are skeptical of or resistant to change.
• Experience writing documentation, building training materials, and developing playbooks for scale.
• Strong organizational and project management skills, with an eye for operational efficiency.
• Prior experience in a startup or fast-paced environment preferred.
  
  

At Orderful, one of our core values is building a great community. We are looking for strong, diverse, and supportive team members. We welcome everyone to apply. Come join our team, where we celebrate differences, play to our strengths, and encourage growth!

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Human Resources

• Industries

  Software Development

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