Webstore Implemeter (Customer Success)

Jubelio; Jakarta Pusat; On-site; IDR 78,120,000 - 133,920,000; Full time

Job summary

Jubelio is seeking an onboarding specialist to guide new clients through website builder setups, template customization, and basic integrations. You will work with design and support teams to ensure a smooth onboarding experience and high customer satisfaction.

The role emphasizes hands-on setup using WordPress/Webflow/Wix/Squarespace, HTML/CSS troubleshooting, and strong communication skills to manage multiple client projects.

Qualifications

• Minimum 2 years of onboarding, customer success, or technical support experience.
• Proficient with website builders such as WordPress, Webflow, Wix, or Squarespace with hands-on setup and plugin usage.
• Working knowledge of HTML/CSS and responsive design; able to troubleshoot layout issues.
• Familiar with Slack, Microsoft Teams, Trello, Notion, or CRM/ticketing systems.
• Strong interpersonal, communication, and presentation skills.
• Highly organized, detail-oriented, and able to manage multiple onboarding cases concurrently.

Responsibilities

• Lead kickoff sessions with new clients to understand their goals and translate them into website features and configurations.
• Guide clients in configuring webstore templates, content sections, navigation, branding, and basic integrations.
• Coordinate with design and development teams for advanced customization outside standard setup.
• Provide timely onboarding support and escalate technical issues when needed.
• Gather client feedback and report recurring issues or feature requests to the product team.
• Collaborate with support, product, and design teams to ensure a seamless onboarding experience.
• Monitor onboarding KPIs such as activation rate and time to value, and propose efficiency improvements.
• Develop onboarding resources like FAQs, guides, and walkthroughs to support scalability.

Skills

Onboarding

Customer success

Communication

Presentation skills

Tools

WordPress

Webflow

Wix

Squarespace

HTML/CSS

Slack

Microsoft Teams

Trello

Notion

Job description

• Lead kickoff sessions with new clients to understand their business goals and translate them into appropriate website features, layout structures, and recommended configurations.
• Guide client in setting up and customizing webstore templates, content sections, navigation menus, branding (color schemes, typography), and basic integrations based on client needs.
• Coordinate with the design and development teams for advanced customization or technical requirements outside the scope of standard setup.
• Provide timely support during the onboarding phase, addressing client inquiries and escalating technical issues when necessary.
• Gather client feedback throughout the onboarding process and report recurring issues or feature suggestions to the product team.
• Collaborate cross-functionally with support, product, and design teams to ensure a seamless onboarding experience and customer satisfaction.
• Monitor and report onboarding KPIs such as activation rate, time to value, and onboarding completion rate, and propose improvements to increase efficiency and adoption.
• Develop and maintain onboarding resources (e.g., FAQs, guides, walkthroughs) to support scalable onboarding.

Responsibilities

• Lead kickoff sessions with new clients to understand their business goals and translate them into appropriate website features, layout structures, and recommended configurations.
• Guide client in setting up and customizing webstore templates, content sections, navigation menus, branding (color schemes, typography), and basic integrations based on client needs.
• Coordinate with the design and development teams for advanced customization or technical requirements outside the scope of standard setup.
• Provide timely support during the onboarding phase, addressing client inquiries and escalating technical issues when necessary.
• Gather client feedback throughout the onboarding process and report recurring issues or feature suggestions to the product team.
• Collaborate cross-functionally with support, product, and design teams to ensure a seamless onboarding experience and customer satisfaction.
• Monitor and report onboarding KPIs such as activation rate, time to value, and onboarding completion rate, and propose improvements to increase efficiency and adoption.
• Develop and maintain onboarding resources (e.g., FAQs, guides, walkthroughs) to support scalable onboarding.

Requirements

• Minimum 2 years of experience in onboarding, customer success, or technical support—preferably within a SaaS, webstore, or website builder environment.
• Proficient with website builder platforms such as WordPress, Webflow, Wix, or Squarespace, with hands‑on experience in site setup, basic customization, and third‑party plug‑in usage.
• Working knowledge of HTML/CSS and responsive design principles; able to troubleshoot minor layout or rendering issues.
• Familiar with project and communication tools such as Slack, Microsoft Teams, Trello, Notion, or CRM/ticketing systems.
• Strong interpersonal, communication, and presentation skills—capable of explaining technical concepts in a user-friendly manner.
• Highly organized, detail-oriented, and capable of managing multiple onboarding cases concurrently