Job Description

Job Summary:
We're seeking an exceptional Onboarding Specialist to ensure seamless integration of our SaaS platform for restaurant partners. As the primary point of contact, you'll drive high onboarding experience, resolve queries, and foster long-term relationships.
Key Responsibilities:
1. End-to-end product knowledge: Understand our SaaS platform's features, functionality, and technical requirements.
2. Onboarding expertise: Develop and execute tailored onboarding plans for restaurant partners.
Understanding of restaurant layout and building the same in SaaS platform
3. Query resolution: Address technical and operational questions from restaurant personnel via phone, email, or in-person.
4. Relationship building: Establish trust and rapport with key decision-makers and end-users.
5. NPS (Net Promoter Score) improvement: Consistently deliver high-quality onboarding experiences, driving positive feedback.
6. Process optimization: Identify and suggest improvements to onboarding processes and documentation.
7. Collaboration: Work closely with the Central Operations team, Sales, and Product teams to ensure alignment.
Key Skills:
Essential:
1. 1+ years of experience in customer-facing roles (onboarding, support, or success).
2. SaaS platform knowledge (food tech or restaurant industry experience a plus).
3. Excellent communication, interpersonal, and problem-solving skills.
4. Ability to understand technical concepts and communicate them simply.
5. Strong analytical and troubleshooting skills.
6. Organizational expertise: Manage multiple onboarding projects simultaneously.
Desirable:
1. Restaurant or hospitality industry experience.
2. Familiarity with customer success platforms (e.g., Reserve Go etc).
Performance Metrics:
1. Onboarding completion rate.
2. NPS scores.
3. Customer retention rate.
4. Time-to-value (TTV) reduction.
5. Quality of onboarding documentation