Remote Onboarding Lead for Hospitality SaaS

Hostie AI, Inc.; United States; Hybrid; USD 75,000 - 90,000; Full time

Job summary

Hostie AI, Inc. is hiring a Customer Onboarding Specialist to own the end-to-end onboarding experience for new restaurant customers, from kickoff through go-live.

You will configure accounts to reflect each restaurant's voice, menu, hours, and policies, and communicate warmly with restaurant owners and staff, including non-technical users. You will troubleshoot setup and integration issues (POS, reservations, and other connections) and collaborate with product/engineering when needed.

Qualifications

• 2–4+ years in B2B SaaS implementation or customer onboarding.
• Excellent written and verbal communication with a customer-first approach.
• Highly organized, process-oriented, and able to work in a fast-moving environment.

Responsibilities

• Own the end-to-end onboarding experience for new restaurant customers, from kickoff through go-live.
• Configure and test each account so Hostie reflects the restaurant's voice, menu, hours, and policies from day one.
• Communicate clearly and warmly with restaurant owners and staff—many not technical—via email, phone, and text.
• Troubleshoot setup and integration issues (POS, reservations, and platform connections) and escalate to product/engineering when needed.
• Manage multiple onboardings concurrently without letting any account fall behind.
• Build and refine onboarding playbooks, templates, and documentation for faster, more consistent processes.
• Collaborate with Sales and Customer Support to ensure smooth handoffs into/out of onboarding.
• Track onboarding metrics (time-to-go-live, completion rate, early activation) and identify patterns to improve the process.

Skills

B2B SaaS Onboarding

Customer Onboarding

Communication Skills

Process Orientation

Tools

HubSpot

Salesforce

Intercom

Job description

Hostie is your restaurant’s Virtual Concierge, making sure every call, text, or question gets answered in your voice. Behind the scenes, we handle guest communication, reservations, events, and takeout automatically, all in one place. Hostie takes care of the noise so your staff can focus on the service.

Restaurants across North America use Hostie to ensure no guest goes unanswered while giving their teams more time to focus on hospitality.

Hostie integrates with platforms like OpenTable, Toast, and SevenRooms and is backed by Gradient Ventures (Google’s AI fund), Obvious Ventures (founded by Ev Williams), and leading hospitality investors.

Who We Are

Hostie is your restaurant’s Virtual Concierge, making sure every call, text, or question gets answered in your voice. Behind the scenes, we handle guest communication, reservations, events, and takeout automatically, all in one place. Hostie takes care of the noise so your staff can focus on the service.

Restaurants across North America use Hostie to ensure no guest goes unanswered while giving their teams more time to focus on hospitality.

Hostie integrates with platforms like OpenTable, Toast, and SevenRooms and is backed by Gradient Ventures (Google’s AI fund), Obvious Ventures (founded by Ev Williams), and leading hospitality investors.

What You’ll Do:

• Owning the end-to-end onboarding experience for new restaurant customers, from kickoff through go-live
• Configuring and testing each account so Hostie reflects the restaurant's voice, menu, hours, and policies accurately from day one
• Communicating clearly and warmly with restaurant owners and staff — many of whom are not technical — via email, phone, and text
• Troubleshooting setup and integration issues (POS, reservations, and other platform connections) and knowing when to loop in product or engineering
• Managing multiple onboardings concurrently without letting any one account fall behind
• Building and refining onboarding playbooks, templates, and documentation so the process gets faster and more consistent as we grow
• Partnering with Sales and Customer Support to ensure a smooth handoff both into and out of onboarding
• Tracking and reporting on onboarding metrics (time-to-go-live, completion rate, early activation) and flagging patterns that could improve the process

What We’re Looking For:

• You have 2-4+ years of experience in B2B SaaS Implementation or Customer Onboarding
• Excellent written and verbal communication skills, with a kind, empathetic, customer-first approach
• Highly organized and process-oriented — you build structure rather than wait for it
• Comfort with ambiguity and an early-stage environment where processes are still being defined
• A "thinks scalably" mindset — you solve the problem in front of you while also asking how to make it repeatable
• Familiarity with CRM/support tools (e.g., HubSpot, Salesforce, Intercom, or similar); hospitality tech experience (POS, reservations, or restaurant software) is a strong plus

Why Join Us:

• A fast-growing market, and a chance to make a real impact: The restaurant technology space is expanding quickly, driven by rising demand for digital operations, reservations, and guest experience tools - and restaurants are under more pressure than ever to modernize. You'll join a lean, high-growth team where your work directly shapes how restaurants run better and where individual contributions have outsized impact on the business and the success of the customers we support.
• Collaborative environment: You'll receive support and guidance from experienced colleagues and managers, helping you learn, grow, and achieve your personal/professional goals.

What Else You Need to Know:

• The yearly total cash compensation for this role is $75-$90k. Actual compensation will be determined on an individual basis and may vary depending on location, experience, skills, and qualifications. Base salary is just one part of your total rewards package - full-time positions are also eligible for equity awards and benefits.
• Hostie is a remote-first company. Our HQ is in San Francisco, CA but our team is fully distributed with no onsite requirements.