Onboarding Specialist

About the Role

Our client, a rapidly expanding eCommerce organization, is strengthening its client success operations and seeks an Onboarding Specialist to take comprehensive ownership, ensuring a seamless and high-impact client experience throughout their journey.

Key Responsibilities

• Manage the complete client experience lifecycle—from initial onboarding through service delivery, advancement across client tiers, up to contract renewals—with strict adherence to established quality standards.
• Provide leadership and mentorship to Account Managers, Store Development, and Support teams via weekly performance scorecard reviews, one-on-one check-ins, and Standard Operating Procedure (SOP) development.
• Develop and execute retention and churn mitigation strategies by early identification of at-risk clients and implementing proactive, structured intervention plans.
• Oversee Store Development activities by conducting build quality audits and coordinating communications among Account Managers, developers, and clients.
• Maintain high standards of support by monitoring response times, communication tone, and resolution effectiveness across email and chat channels through routine audits.
• Act as the primary contact for escalations, refund requests, and risk management by handling complaints and sensitive client situations decisively.
• Deliver regular reports on client success KPIs, churn trends, and service quality, providing actionable insights to leadership for continuous improvement.
• Collaborate cross-functionally with Product, Sales, Marketing, and Operations teams to enhance the overall client experience wherever it intersects their domains.

Ideal Candidate Profile

• Demonstrated experience managing client success, customer experience, or operations functions with leadership responsibilities over multiple teams or managers.
• Strong emphasis on systems and process-building to establish durable structures rather than depending on individual efforts.
• Capability to manage escalations and refund situations confidently and calmly under pressure, providing clear guidance and resolutions.
• Data-driven mindset with proficiency in tracking and managing KPIs and retention metrics alongside excellent team leadership qualities.
• Relevant background in eCommerce, coaching, education, or subscription/membership-based industries is highly valued.
• Proven success in reducing client churn and enhancing service delivery consistency within dynamic, high-growth environments.

Application Instructions

Interested candidates should forward a detailed resume to the recruitment team by email.