Client Onboarding Specialist

Swooped; United States; On-site; USD 41,000 - 48,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with match

Paid holidays

Paid vacation

Sick days

Floating holidays

AD&D Insurance

Short-term Disability

Long-term Disability

Paid family leave

Employee assistance program

Self-care stipend

FSA/HSA options

Commuter benefits

Job summary

Swooped is seeking a Client Onboarding Specialist to support new and existing clients in onboarding, understanding, and using its property access and operations products. This client-facing role blends clear communication, strong organization, and technical aptitude to create a smooth onboarding experience.

You will coordinate onboarding activities, deliver training, support setup and integrations, and collaborate with internal teams.

Qualifications

• 2+ years in client onboarding or similar client-facing role in tech/SaaS.
• Experience using Zendesk or similar ticketing platform.
• Strong written and verbal communication with non-technical audiences.
• Excellent organization and ability to manage multiple requests.
• Proactive, ownership-oriented approach with reliable follow-through.
• Ability to learn new products and integrations quickly.
• Authorized to work in the US.

Responsibilities

• Guide clients through onboarding with clear steps and expectations via email, phone, and video.
• Onboard multiple projects simultaneously with clear communication and timely follow-through.
• Provide initial and refresher training on products and tools.
• Support product setup, integrations, troubleshooting, and onboarding challenges.
• Maintain accurate records, tickets, and onboarding documentation.
• Collaborate with Client Success, Technical Support, Implementation and other teams.

Skills

Client onboarding

Communication

Organization

Technical aptitude

Learning new products

AI tools familiarity

Tools

Zendesk

Job description

The hiring organization is seeking a Client Onboarding Specialist to help new and existing clients successfully onboard, understand, and use its property access and operations products. This client-facing role combines thoughtful communication, strong organization, and technical aptitude to create a smooth onboarding experience. The specialist works directly with clients to coordinate onboarding activities, deliver training, support product setup and integrations, address questions, and collaborate with cross-functional internal teams.

Key Responsibilities

• Guide new and existing clients through onboarding by communicating key steps, setting clear expectations, and helping teams understand how to use solutions through email, phone, and video support.
• Simultaneously onboard multiple projects and clients, maintaining clear communication and timely follow-through.
• Provide initial and refresher training on products, administrative tools, and relevant features.
• Support clients through product setup, integrations, troubleshooting, onboarding challenges, and engaging internal teams when needed.
• Maintain accurate records, ticket updates, and onboarding documentation to ensure work is visible and actionable.
• Work collaboratively with Client Success, Technical Support, Implementation, and other internal teams to drive client outcomes and ensure continuity in the client experience.
• Identify and provide feedback on recurring questions, onboarding friction, and opportunities to improve client education, processes, and resources.

Qualifications

• 2+ years of experience in client onboarding, client support, customer service, or a similar client-facing role, preferably within a technology or SaaS environment.
• Experience using Zendesk or another ticketing platform to manage client requests, document interactions, and track resolutions.
• Strong written and verbal communication skills, including the ability to explain technical concepts clearly to nontechnical audiences.
• Excellent organization, attention to detail, and the ability to manage multiple requests and priorities.
• Strong problem-solving skills and technical aptitude, with the ability to quickly learn new products, systems, and integrations.
• A proactive, ownership-oriented approach with reliable follow-through and sound judgment.
• Ability to work independently while collaborating effectively with internal teams and client stakeholders.
• Maintain a professional, client-focused presence by keeping your camera on during scheduled video calls with clients, fostering engagement, building rapport, and delivering an exceptional onboarding experience.
• Knowledge of property management, proptech, or hardware-enabled SaaS is a plus.
• Proven experience with leveraging AI tools in both professional and personal settings.
• The hiring organization is an AI-forward organization, and the ability to optimize efficiency using AI is crucial in every role.
• Authorization to work in the US is required to become an employee.
• Expected base salary range: $30-35/hr. Actual compensation will depend on factors including budget, skills, experience, location, and internal equity.
• The position may also be eligible for bonuses, equity, or other forms of compensation, where applicable.
• Common benefits include medical, dental, and vision insurance; 401(k) plan with a match; paid holidays, vacation, sick days, and floating holidays; basic life and accidental death and dismemberment (AD&D) insurance; short-term and long-term disability insurance; paid family leave; an employee assistance program; a self-care stipend; and access to optional benefits including pre-tax flexible spending accounts (FSA and HSA), commuter benefits, and supplemental insurance options.

Equal Opportunity & Accommodations

The hiring organization is an equal opportunity employer and values diversity. It does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Reasonable accommodations are available during the application and recruiting process upon request.