Customer Onboarding Specialist

About Hostaway

Hostaway is an industry-leading, AI-powered vacation rental management platform trusted by over 20,000 property managers worldwide. We empower professional short-term rental operators with tools for greater efficiency and faster growth. As a profitable, high-growth company and the first short-term rental PMS unicorn, we are at an exciting stage of expansion.

About the Role

As a Customer Onboarding Specialist, you will be crucial in guiding new clients through their initial journey with Hostaway. You will ensure a seamless and effective transition to our platform, setting customers up for success from day one. This role requires expertise in customer engagement, a passion for delivering outstanding service, and a deep understanding of all Hostaway products. You will primarily support Spanish and English-speaking customers across North America and LATAM.

Key Responsibilities

• Implement effective onboarding processes for new customers.
• Conduct tailored training sessions and product demonstrations.
• Develop customized onboarding materials in both Spanish and English.
• Maintain clear, consistent, and proactive communication with new customers.
• Collaborate with sales and customer success teams to enhance customer satisfaction and streamline onboarding.
• Monitor and report on onboarding initiative effectiveness, using feedback and metrics for continuous improvement.
• Serve as the primary point of contact for new Spanish-speaking customers during onboarding, ensuring prompt issue resolution.

Requirements

• 2+ years of experience in customer onboarding or customer success within the SaaS industry.
• C2 level fluency in Spanish and professional proficiency in English (company language).
• Proven ability to manage high-volume onboarding projects simultaneously with attention to detail.
• Strong interpersonal skills and ability to create a positive first impression.
• Excellent communication, presentation, and training skills.
• Ability to adapt quickly to new technologies in a fast-paced environment.
• Strong problem-solving and critical thinking skills.

What We Offer

• Competitive Compensation: Pay based on market rates in the applicant's country.
• 100% Remote: Work from anywhere within your country of residence.
• Equity: Stock options in a fast-growing, profitable company.
• Values-Driven Culture: Core Values guide our strategic and tactical decisions.
• Professional Growth: Unparalleled learning and development opportunities.
• Annual Paid Leave: Varies by country and contract.
• Geographic Specific Benefits: Country-specific benefits like Health Insurance and Pensions where customary.
• Dynamic Team Culture: A diverse, international culture fostering innovation and creativity.

Location

This is a FULLY remote role. Candidates must be physically based within LATAM to collaborate effectively with the team. The specific country or city within LATAM is flexible.