Onboarding Specialist

Loop AI - Delivery Intelligence Platform; New York (NY); On-site; USD 60,000 - 80,000; Full time

Job summary

A technology company is seeking an Onboarding Specialist based in New York City, NY, to enhance the onboarding experience for SMB customers. The role requires 1-3 years of relevant experience in customer success or onboarding and emphasizes strong communication and organizational skills. Responsibilities include managing customer onboarding processes, guiding product setup, and ensuring high-quality customer experience. This position is crucial for customer activation and satisfaction during the onboarding phase.

Qualifications

• 1-3 years of experience in a customer-facing role.
• Ability to take ownership and initiative in ambiguous environments.
• Experience in fast-paced settings.

Responsibilities

• Own SMB customer onboardings from kickoff to live.
• Guide customers through product setup and core workflows.
• Manage multiple onboardings while maintaining quality.

Skills

Experience in Onboarding or Customer Success

Strong organizational skills

Clear communication

Attention to detail

Customer-first mindset

Job description

Overview

Loop AI is seeking a highly motivated Onboarding Specialist to help onboard and activate SMB customers as part of our Customer Success organization. This person will be critical in ensuring new customers get live quickly, understand the product, and reach value early through a consistent, repeatable onboarding experience.

You’ll help execute and continuously improve the SMB onboarding motion at Loop. Reporting to the Director of Customer Success, you will be part of Loop AI’s foundational CS team. You will own the onboarding experience for a high volume of SMB customers and play an important role in shaping scalable onboarding processes as the business grows. You will help ensure customers are set up correctly, educated on core workflows, and handed off smoothly to Customer Success or scaled support for ongoing success.

What you’ll do

• Join a high-performing, fast-growing Customer Success team in builder mode.
• Own SMB customer onboardings from kickoff through go-live, following defined onboarding paths and timelines.
• Guide customers through product setup, basic configuration, and core workflows to ensure early adoption.
• Manage multiple onboardings concurrently while maintaining a high-quality, responsive customer experience.
• Partner with Sales to ensure clean handoffs and clear understanding of customer goals and use cases.
• Identify onboarding risks early and proactively communicate next steps to customers and internal teams.
• Contribute to onboarding documentation, templates, and enablement materials to improve consistency and speed-to-value.
• Support smooth handoffs from onboarding to Customer Success or scaled support motions.

What we’re looking for

• One to three plus years of experience in Onboarding, Customer Success, Implementation, Support, or another customer-facing role at a SaaS or technology-enabled company, or prior entrepreneurial or early-operator experience in a fast-moving environment.
• Demonstrated ability to take ownership, identify gaps, and move work forward without waiting for detailed direction, with comfort taking initiative and accountability in environments where structure is still being built.
• Strong organizational and time-management skills, with the ability to manage a high volume of customers simultaneously.
• Clear, friendly communicator who can explain product concepts in a simple, approachable way.
• Highly detail-oriented with a strong sense of ownership and follow-through.
• Comfort operating in fast-paced environments with evolving processes.
• Customer-first mindset with a bias toward action and execution.
• Background in hospitality, service, or high-volume customer environments is a plus.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.