Onboarding Specialist

1 week ago

New York, NY, United States Topline Pro Full time
Role Summary

At Topline Pro, we help small business owners build, manage, and grow their online presence - fast. As an Onboarding Specialist, you'll be the welcoming guide who helps new customers take their first step toward success. You'll turn what can feel like a technical hurdle into an easy, empowering experience - walking business owners through setup, helping them connect their websites and profiles, and ensuring they're ready to shine online. Every successful onboarding you complete directly helps small businesses thrive and fuels Topline Pro's mission to make it effortless for entrepreneurs to grow.

What you'll do
  • Lead live onboarding sessions with new customers and ensure a smooth, successful setup
  • Walk customers through connecting their Google Business and Facebook profiles and launching their Topline Pro site
  • Troubleshoot setup issues in real time and guide users through simple technical steps
  • Follow up with customers to complete onboarding milestones within three weeks
  • Support Spanish-speaking customers to make onboarding accessible and inclusive
  • Collaborate closely with Sales, Customer Success, and Support to ensure a seamless customer journey
  • Share feedback and ideas to continually improve the onboarding experience and internal processes
What we're looking for
  • 1+ year in a customer-facing role such as onboarding, support, or customer success preferred
  • Clear, friendly communicator who can explain technical steps in plain language
  • Strong organization skills with the ability to manage multiple onboarding sessions
  • Solid technical aptitude - quick learner and confident user of digital tools
  • Proactive and calm under pressure, with strong problem-solving instincts
  • Fluent in English; Spanish fluency a strong plus
Who you are
  • Motivated by helping small business owners succeed online
  • Adaptable, curious, and thrive in a fast-paced environment
  • Take pride in accuracy and following through on every customer interaction
  • Eager to learn, open to feedback, and quick to apply new knowledge
  • Love being part of a collaborative, mission-driven team building something that matters
Hiring Process
  • Recruiter Screen
  • CX Team Lead Screen
  • Hiring Manager Screen
  • Cofounder Screen
What we offer
  • $60K base salary + commissions + equity ($75k+ OTE)
  • Full Medical, Dental, and Vision Health Coverage
  • Computer and workspace enhancements
  • 401(k) plan (non-matching)
  • Unlimited vacation, 9 company holidays including election day, and 1 personal volunteer day a year
  • Company-paid Wellhub membership for fitness and wellness
  • Dinner covered with Uber Eats + a stocked kitchen to keep you fueled
  • Opportunity to take on significant responsibility and ownership in scaling a product that can change the lives of home service pros
Our Values
  • No Bullsh*t: We create meaningful results for our customers and drive growth for our team-ensuring progress and impact are felt every day. Our focus, both internally and externally, is on delivering genuine value rather than superficial solutions or benefit without purpose.
  • Think Big, Learn Fast: We move quickly, acting on data to uncover insights and solutions. We embrace risks, knowing every experiment fuels growth-even when it doesn't go as planned.
  • One Team, One Dream: We tackle challenges together with creativity, and an open mind-always seeking solutions and embracing fresh ideas to win as a team.
  • Empower Every Voice: We welcome diverse perspectives and bold ideas, creating space for authenticity and respect-because great ideas come from everywhere.
  • Be an Owner: We take responsibility for outcomes, act in the company's best interest, and treat every dollar as our own. We move with urgency, think long-term, and take pride in driving impact.
  • Boom: We take time to celebrate each other's achievements, big and small-at work and in life-because shared success fuels lasting momentum. And we end all team meetings in a "Boom"


About Topline Pro

We're building AI powered Shopify for service businesses. We help service pros (e.g., roofers, landscapers, painters, cleaners) acquire direct business, fast. Up and running within minutes using Gen AI, our digital storefront products help pros get discovered, trusted, and booked repeatedly.

Topline Pro is co-founded by Nick Ornitz (CEO) and Shannon Kay (CPO) with an excellent team of 90+ rockstars with plans to expand more in 2025. We serve thousands of local service businesses and were named as one of the 2023 and 2024 top 50 Tech Companies building for SMBs.

We're YC-backed and well funded with several years of runway, and we've experienced rapid growth in the past year. We're in a phenomenal position to scale-with the financial foundation, product-market fit, and momentum to go big. You'll be joining at an inflection point-where the groundwork is laid and the path to massive impact is clear.

We believe "great candidates" do not come about through simply a checkmark next to past experiences. We believe in hiring people not just skills. Even if you do not check every box but find excitement at the prospect of working with us in this capacity, please apply.

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