Customer Onboarding Specialist | Onsite | 1-year Fixed Contract

STOREHUB SDN BHD; Metro Manila; On-site; PHP 420,000 - 540,000; Full time

Benefits offered by this job

Apple MacBooks for everyone to helpyou

Career development and mentorship

Cutting edge tools

Job summary

StoreHub in Makati, Philippines, is hiring a Customer Onboarding Specialist for an onsite, 1-year fixed contract. You will onboard new merchants, guide Go-Live, and ensure customers maximize the platform from day one.

You will handle inbound inquiries, maintain records in our onboarding tool, schedule training, and monitor merchant performance to prevent churn. The role requires 2–5+ years in onboarding or SaaS, strong communication, and cross‑functional collaboration.

Qualifications

• 2–5+ years in onboarding, ideally within SaaS, tech, retail, or F&B.
• Strong understanding of subscription lifecycles with renewals, upselling, cross-selling, and feature adoption.

Responsibilities

• Onboard new merchants and ensure a seamless Go-Live experience.
• Handle inbound inquiries via channels such as FDI, Engage, and QR inquiries.
• Maintain up-to-date merchant records in the onboarding platform.
• Schedule and deliver training sessions for new merchants.
• Track merchant performance and address issues to prevent churn.

Skills

Onboarding

SaaS

Customer Success

Project management

Communication

Tools

Onboarding platform

CRM software

Job description

Customer Onboarding Specialist | Onsite | 1-year Fixed Contract

Are you driven, results-oriented and a team player?

With 20,000 customers in over 15 countries, StoreHub's mission is to make business awesome for everyone by providing retail and restaurant businesses the technology and services they need to succeed.

At StoreHub, we believe that technology is essential for businesses to survive and thrive in today's fast-changing world. We also believe that equal access to technology is a fundamental right. That's why we’re committed to bridging this gap and making technology accessible to all, regardless of their background. By focusing on serving needs, not just profit, we level the playing field for those who have been marginalized. Our customers trust us with the success of their businesses, and we play to win by enabling everyone to build successful businesses.

At StoreHub we model ourselves on a pro-sports team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators.

On a team like this, you learn the most, perform your best work, improve the fastest, and feel most fulfilled professionally.

If this is a journey you’d like to embark on, keep reading!

The Customer Onboarding Specialist / Merchant Onboarding Manager is a key role in empowering and supporting merchant partners in the Philippines through a seamless onboarding experience. This role ensures that merchants are fully equipped to maximize the benefits of StoreHub's platform from day one, while providing continuous engagement, support, and feature adoption.

You don’t need to be an expert or know everything about our industry. But the work is challenging, fast-paced, and always on the bleeding edge. So, we’re looking for someone with a curious mind, a strong drive to make things happen, and a passion to keep improving yourself.

What you will do:

Onboard new merchants and ensure a seamless Go-Live experience.

Handle inbound inquiries through various channels, including FDI, Engage, and QR inquiries.

Maintain high levels of engagement with existing merchants, pitching upsell opportunities

Track merchant performance and proactively address concerns to prevent churn.

Confirm hardware delivery and readiness for onboarding.

Schedule and deliver training sessions for new merchants.

Maintain accurate merchant records in our onboarding platform (internal tool).

What you'll need to have:

Experience: 2–5+ years in onboarding, ideally within SaaS, tech, retail, or F&B (mall management experience is a plus).

SaaS & Commercial Acumen: Strong understanding of subscription lifecycles with a proven track record in renewals, upselling, cross-selling, and expanding feature adoption.

Project & Stakeholder Management: Hands-on experience driving projects, including Proofs of Concept (POCs) for enterprise/mall deals, ensuring on-time delivery across multiple teams.

Problem Solving & Escalations: Skilled in end-to-end onboarding ownership, technical troubleshooting, and coordinating across internal teams to resolve high-priority issues.

Communication: Exceptional written and verbal communication, with a talent for translating complex technical concepts for non-technical users.

Open to working onsite in Makati and occasional field visit within Metro Manila

What makes working at StoreHub awesome (and refreshing!):

Our people – for real! StoreHubbers are some of the smartest and most interesting people you can work with. Expect to do a lot of peer-learning.

Culture of Candour. We embrace directness, hate bureaucracy, and move fast. If you're tired of ‘corporate nonsense’ you'll feel right at home.

Cutting edge tools. If something can be automated, we'll make it happen. You will be introduced to many different tools we use that support everyday tasks, so that we can focus our minds on the kind of work that matters.

Impact not just effort. We recognize that results are not tied to the number of hours worked. There's no reward for long hours with poor results and no penalty for leaving on time if your work is excellent. To be great, most of us have to put in considerable effort, but we don't measure contribution by hard work or long hours.

CHANGE. Our core values are super important to us. The more you resonate with them, the more you'll find yourself a good fit.

Communicate for Clarity

Humble and Hungry

Authentic but not an *sshole

Nimble and Quick

Growth Mindset

Efficiency and Excellence

We do have all the other cool perks too:

Apple MacBooks for everyone to help you do your best work

Career development and mentorship

Cutting edge tools. You will be introduced to over 20 different tools we use that support basic tasks, so that we can focus our minds on the kind of work that matters.