Onboarding Specialist – Student Success

Mentor Match

India

On-site

INR 400,000 - 600,000

Full time

14 days+

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Job summary

Mentor Match is seeking an Onboarding Specialist to facilitate a smooth onboarding experience for new students. This full-time role involves engaging incoming students, guiding them through the platform, and ensuring they are equipped for success with their mentors. The ideal candidate will have strong communication skills and relevant experience in customer onboarding or education.

Qualifications

1–3 years in customer onboarding, support, or education-based roles.
Strong presentation and communication skills.
Familiarity with Zoom, Google Meet, or screen-sharing tools.

Responsibilities

Welcome and orient new students, conducting engaging welcome calls.
Provide step-by-step platform guidance and assist in account setup.
Troubleshoot technical issues and check in for feedback post-onboarding.

Skills

Presentation skills

Communication skills

Customer onboarding

Tools

Zoom

Google Meet

Screen-sharing tools

Job description

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Mentor Match is a dynamic online tutoring platform that connects students with top-tier mentors to support their academic journey. We are committed to delivering personalized learning experiences and fostering strong student-mentor relationships that lead to real academic growth.

Role Overview

As an Onboarding Specialist, you will be the first point of contact for new students (and their parents, if applicable). Your main responsibility is to ensure a smooth and welcoming onboarding experience by guiding them through the platform, explaining tools and features, and setting them up for long-term success with their mentor.

Key Responsibilities

Welcome & Orientation
Conduct engaging welcome calls or video sessions with new students and families.
Clearly explain the mission of Mentor Match and how the tutoring process works.
Platform Walkthrough
Provide step-by-step guidance on using the platform’s tools—such as scheduling sessions, accessing learning materials, messaging mentors, and tracking progress.
Offer demos or screen shares when needed to ensure understanding.
Account Setup
Assist students in setting up their profiles and preferences.
Ensure all technical and personal setup steps are completed for a seamless start.
Explain how sessions are structured, how feedback is shared, and what students can expect from their mentors.
Clarify policies related to cancellations, rescheduling, and communication norms.
Troubleshooting & First-Session Support
Be available to resolve any first-time access or technical issues.
Check in after the first session to gather feedback and ensure satisfaction.
Work closely with the Customer Support and Account Management teams to ensure each student is supported post-onboarding.
Document insights and student needs in the CRM.