Onboarding Specialist (Shift Work)

About Fresha

Fresha is an AI-driven operating system built for the beauty, wellness, and self-care sector. It supports businesses such as salons, barbers, spas, medspas, fitness studios, and health practices.

The platform is trusted by millions of consumers and businesses around the world and is used by more than 140,000 businesses and 450,000 stylists and professionals. It has handled over 1 billion appointments so far.

Headquartered in London, United Kingdom, Fresha also operates 15 offices across North America, EMEA, and APAC.

Through its marketplace, customers can find, book, and pay for services with local businesses. On the business side, Fresha offers an all-in-one system that helps manage operations through software and fintech tools.

The ecosystem includes appointment booking, point-of-sale, customer record management, marketing automation, loyalty tools, product inventory, and team management. Its consumer marketplace helps partner businesses grow through online bookings and automated marketing, supported by mobile apps and integrations with major tech platforms such as Instagram, Facebook, and Google.

Role Overview

This opportunity is for an Onboarding Specialist to join a fast-scaling global business during a period of strong growth. The role reports to the Head of Onboarding and works closely with Business Development and Account Management teams.

You will be responsible for making sure partner onboarding is completed efficiently and that migrated data is accurate for every partner entering the Fresha ecosystem through inbound and outbound channels.

The position suits someone who enjoys working independently, thrives in a changing environment, welcomes challenges, and wants to contribute meaningfully.

Location, Schedule, and Start Date

Work will be based in Pristina, Kosovo, at the Pristina office: Prime Residence Pejton, Rruga Ukshin Hoti, Prishtina 10000. This is an in-office role requiring presence five days a week.

The shift pattern is scheduled and includes two working windows: 8:00am to 5:00pm and 3:00pm to 12:00am.

The target start date is July 1, 2026.

Compensation for this role is 910 EUR gross per month.

Responsibilities

• Explain the onboarding journey clearly and align partners on timelines and expectations.
• Coach partners on how to use the Fresha platform and support successful adoption.
• Check onboarding work carefully to maintain high quality and accuracy.
• Keep track of project schedules, task movement, and partner communication.
• Own the partner onboarding experience, including risk management and objection handling.
• Learn each partner’s business model, operational needs, and pain points that Fresha can address.
• Stay informed about the beauty and wellness market and how related businesses operate.
• Review competitor tools, document workflows, and look for ways to improve processes continuously.
• Deliver product guidance and handover support so partners can transition smoothly.
• Create training resources such as videos, meeting summaries, and help articles.
• Encourage active use of the system, including payments and add-on features.
• Build tasks in HubSpot and use Loom recordings to provide precise instructions.
• Prepare, clean, and update data sheets for bulk imports using CSV migration tools.
• Support partners in achieving a strong onboarding experience from start to finish.
• Keep HubSpot updated so partner progress is reflected accurately across the onboarding pipeline.
• Support partners with banking and KYC verification while maintaining compliance.
• Look for opportunities to improve features, internal workflows, and the partner journey.
• Work across time zones and communicate effectively in multilingual markets.
• Escalate product or migration-tool issues to the support team for resolution.
• Help with partner data migration requests and other ad hoc product questions.
• Step in to support teammates and partner projects whenever needed.

Requirements

• Commercial awareness and an understanding of the key priorities involved in partner onboarding.
• Ability to set expectations from the beginning and manage partner communication well.
• Strong organisation and time management skills.
• Excellent spoken and written English.
• Good working knowledge of Excel and data-cleaning tasks is a plus.
• Project coordination experience or a related certification is strongly preferred.
• Experience in beauty and wellness, or in a startup/scale-up tech environment, is an advantage.
• Ability to spot issues and opportunities and respond with practical solutions.
• Strong analytical thinking and troubleshooting ability.
• Confidence in influencing others through clear communication and negotiation.
• Comfort working in a fast-moving, constantly changing environment.
• Creative problem-solving approach.
• Ability to build relationships across teams and support upsell conversations where needed.
• A collaborative attitude and willingness to take on hands-on tasks.
• High ownership, initiative, and a proactive working style.
• Additional languages are beneficial.

Interview Process

The selection process includes an in-person discussion focused on skills and experience with the Managing Director, followed by a panel video interview covering technical ability and cultural fit with the hiring team.

The company aims to complete the full process and share feedback within two weeks.

Applications are reviewed manually by the talent team. While most are assessed within seven days, the review period may occasionally take longer due to high volume.

Additional Information

This role is part of an office-first work culture, with all employees based from the Pristina office and collaborating face to face five days each week.

The role involves shift work on a scheduled basis and is designed for a fast-paced, evolving environment.

The onboarding team may be assigned other duties beyond the list above as business needs change.

The stated onboarding lead time target is an average of 7 business days per Onboarding Specialist.