Onboarding Specialist II

Dialpad; Philippines; Hybrid; PHP 600,000 - 700,000; Full time

Job summary

Dialpad is seeking an Onboarding Specialist to be the first line of support for customers, guiding them through product implementation, training, and setup. You will help clients achieve objectives using our AI-powered products and ensure smooth deployments.

The role involves collaborating with Sales, Customer Success, and Support to improve product deployment and change management. Hybrid work at Pasig City, Metro Manila office, with US core hours included.

Qualifications

• 2–3 years in Customer Onboarding, Software Implementation or Account Management.
• 1 year in configuring or supporting VOIP solutions.
• Experience with chat and handling multiple windows is preferred.
• Ability to work independently with minimal supervision.
• Excellent internet connectivity and reliability.

Responsibilities

• Facilitate onboarding deployment for new customers and products purchased.
• Host end-user and admin training sessions for customers.
• Provide detailed walkthroughs and train customers on implementation and portal setup.
• Deliver onboarding with analysis, collaboration, and issue resolution.
• Drive adoption of best practices and communicate configuration requirements clearly.
• Act as escalation point for onboarding-related issues.
• Handle ad-hoc tasks as needed.

Skills

Customer onboarding

Software implementation

Account management

VOIP configuration

Chat experience

Independent work

SaaS providers

Internet connectivity

Tools

US core hours

Job description

About Dialpad

Dialpad is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital. Our AI agents learn from your best human agents and improve with every interaction, helping organizations understand their customers, deliver better experiences, increase operational efficiencies, and build a lasting competitive advantage.

Being a Dialer

At Dialpad, AI isn't just a feature; it's how our teams do their best work every day. We put powerful AI tools in every employee's hands so they can move faster, think bigger, and achieve more.

We believe every conversation matters. And we've built the platform that turns those conversations into insight and action, for our customers and ourselves.

We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

Your role

As an Onboarding Specialist, you are at the crux of customer interaction and enablement, supporting and troubleshooting your product area and technical implementations. Simply put, you are the first line of defense and an expert in the products we offer. You are motivated to help our customers achieve their objectives by buying into our advanced AI-powered products.

Your combined problem-solving, relationship-building, and communication skills will be crucial for understanding our customers' pain points and identifying where our product can address them.

Dialpad's Professional Services team plays an essential role in educating customers on Dialpad products. This team closely aligns with Sales, Customer Success, and Support to continually improve our product deployment and change management processes.

This position reports to our Sr. Manager, Customer Onboarding, and has the opportunity to be based in our Pasig City, Metro Manila Office. It's a hybrid working environment.

What you'll do

• Facilitate onboarding deployment for new customers and products purchased.
• Host end-user and admin training sessions for customers to educate them on Dialpad products and assist with change management.
• Provide detailed walkthroughs and train new customers on implementation and portal setup.
• Deliver quality onboarding in a timely manner by analyzing needs, collaborating with others, and resolving customer issues through discovery and replication.
• Drive customers to implement best practices.
• Clearly communicate product configuration setup requirements and expectations with customers.
• Act as the customer's escalation point for any onboarding-related issues.
• Work on ad-hoc tasks as necessary.

Skills you'll bring

• At least 2-3 years of working experience in Customer Onboarding, Software Implementation, and Account Management.
• At least 1 year of experience configuring, updating, and supporting VOIP solutions.
• Preferably with experience in chat, handling multiple windows.
• Ability to work independently with minimal management guidelines.
• Organized, detail-oriented, and self-motivated.
• Able to work US core hours while 100% on-camera in a dedicated, technically enabled remote workspace that supports team meetings, client interactions, and collaborative sessions.
• Experience with telecommunication or SaaS providers required.
• Excellent internet connectivity required.

Why Join Dialpad

• Work at the center of the AI transformation in business communications
• Build and ship agentic AI products that are redefining how companies operate
• Join a team where AI amplifies every employee's impact
• Competitive salary, comprehensive benefits, and real opportunities for growth

We believe in investing in our people. Dialpad offers competitive benefits and perks, cutting-edge AI tools, and a robust training program that help you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, repeatedly recognized as a Great Place to Work , ensures that every employee feels valued and empowered to contribute to our collective success.

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.