Customer Onboarding Specialist

Summary

Jobber provides technology that helps small home service businesses manage quoting, scheduling, invoicing, and payments. The Customer Onboarding Specialist guides new customers through onboarding and activation, provides product and workflow expertise, builds customer relationships, and collaborates with cross-functional teams to improve onboarding processes.

Responsibilities

• Guide a portfolio of new customers through a structured onboarding progression, from kickoff to activation, hitting clear milestones and timelines along the way
• Be a product expert so our customers are set up for success from day one, driving the value of features, workflows, and how to use Jobber effectively for their business
• Actively listen to customers’ needs, build strong relationships, and deliver customer focused solutions rooted in empathy
• Be patient and reliable for our customers when things aren’t going the way they expected
• Use AI-assisted workflows every day for session prep, follow-ups, and account context, so more of your time goes to the customer conversation itself
• Drive and encourage feedback loops that strengthen a customer retention mindset across the team
• Strive for execution excellence by helping optimize our tooling, processes, and workflows
• Become an ambassador of our culture by being humble, supportive, and someone who truly gives a sh\•t!

Skills

• Customer service experience, ideally in a role providing high touch customer service
• A track record of exceptional customer support and onboarding of new customers to complex products
• Comfort operating inside structured systems: defined playbooks, milestones, and metrics, while still bringing judgment and a personal touch to every customer
• Next level communication and relationship building abilities
• Experience with a modern CRM and scheduling stack (we use Salesforce, Chili Piper, and Slack) and the ability to pick up new tools quickly
• Hands-on comfort using AI tools in your daily work, and the adaptability to keep pace as our tooling and workflows evolve
• A performance driven, achievement oriented mindset with a bias for action and an eagerness to take initiative
• Agility and adaptability in a fast-paced environment
• An incredible passion for our customers and a connection to our purpose: to help small businesses be more successful
• Bonus points for high volume and SaaS environments

Qualifications

Must Haves

• Customer service experience, ideally in a role providing high touch customer service
• A track record of exceptional customer support and onboarding of new customers to complex products
• Comfort operating inside structured systems: defined playbooks, milestones, and metrics, while still bringing judgment and a personal touch to every customer
• Next level communication and relationship building abilities
• Experience with a modern CRM and scheduling stack (we use Salesforce, Chili Piper, and Slack) and the ability to pick up new tools quickly
• Hands-on comfort using AI tools in your daily work, and the adaptability to keep pace as our tooling and workflows evolve
• A performance driven, achievement oriented mindset with a bias for action and an eagerness to take initiative
• Agility and adaptability in a fast-paced environment
• An incredible passion for our customers and a connection to our purpose: to help small businesses be more successful

Nice to Haves

• Bonus points for high volume and SaaS environments

Benefits

• Equity rewards
• Annual stipends for health and wellness
• Retirement savings matching
• An extended health package with fully paid premiums for body and mind
• A dedicated talent development program that includes career coaching and opportunities for career development
• Matching in RRSP, TFSA or FHSA
• Stock options
• Access to coaching, learning, and leadership programs to help you grow your career, reach your goals, and unlock your full potential
• Hybrid work arrangement