Customer Onboarding Specialist at Salonkee leading client onboarding and providing software training. Collaborating with sales, support, and product development for seamless customer experiences.
About the role
- Client Ops & Onboarding Specialist handling client onboarding and support for Respondology's social engagement platform. Working directly with clients to troubleshoot and resolve onboarding issues.
Responsibilities
- Work directly with clients to onboard new accounts, guide platform setup, and ensure customers are configured correctly across Respondology and connected social platforms
- Investigate and resolve client issues by diagnosing platform behavior, integrations, and configuration problems, determining root causes, and driving issues to resolution
- Serve as a point of contact between clients, Customer Success, and internal technical teams to ensure issues are clearly understood, documented, and addressed
- Manage multiple active client requests and issues simultaneously, prioritizing based on urgency, impact, and operational context
- Review and audit human moderation activity for alignment with client guidelines, and respond to moderator questions or concerns through email support as needed
- Document common issues, solutions, and workflows to improve onboarding consistency and reduce repeat troubleshooting over time
- Identify patterns in client questions or issues and suggest process, tooling, or documentation improvements that make onboarding and support more efficient
- Communicate clearly and proactively with clients and internal stakeholders on status, next steps, and expectations
- Build and maintain deep knowledge of the Respondology platform and evolving social media platform requirements to stay ahead of potential issues
Requirements
- 2–3 years of experience in a client-facing onboarding, operations, support, or technical implementation role within a B2B SaaS environment
- Demonstrated ability to diagnose and resolve complex issues by breaking down problems, identifying root causes, and determining practical next steps across systems, tools, or integrations
- Experience working with technical platforms or software products where you were responsible for guiding users through configuration, permissions, or platform workflows
- Strong written and verbal communication skills, with the ability to explain technical concepts clearly to both customers and internal teams
- Bachelor’s degree in Marketing, Communications, Business, Computer Science, or a related field — or equivalent work experience.
Benefits
- Equity is included for all employees
- 100% remote or you may come into our beautiful offices if you’re near Boulder, CO—dogs welcome (our in-house happy hours are always fun)
- Twice yearly off-sites to enjoy time together as a team
- Flex PTO plan, generous holidays and off-week between Christmas and New Years
- Multiple healthcare options, including plans with FSA and HSA
- Matching traditional and Roth 401k—immediately vested
- Family and paternity leave
- Life Insurance
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