Customer Onboarding Specialist

Job Description

Job Summary

Zendesk is seeking a highly motivated and customer-centric Customer Onboarding Specialist to join our dynamic remote team. In this role, you will guide new customers through their onboarding journey, ensuring a smooth and successful implementation of Zendesk solutions. You will act as a trusted advisor, helping clients understand the platform, configure their systems, and adopt best practices that drive value and satisfaction. This position is ideal for individuals who are passionate about customer success, technology, and building lasting relationships with clients.

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Key Responsibilities

• Serve as the main point of contact for new customers during the onboarding and implementation phase.


• Understand client requirements and design tailored onboarding plans to meet their business needs.


• Guide customers through product setup, configuration, and initial training sessions.


• Collaborate closely with Sales, Customer Success, and Technical Support teams to ensure a seamless customer experience.


• Monitor customer progress and proactively identify potential challenges or delays in implementation.


• Provide feedback to product and development teams to enhance platform usability and effectiveness.


• Maintain accurate onboarding records, reports, and documentation within Zendesk CRM tools.


• Continuously improve onboarding materials, templates, and workflows for better efficiency and scalability.

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Required Skills and Qualifications

• Bachelor’s degree in Business Administration, Information Technology, or a related field.


• Proven experience in customer onboarding, customer success, or account management roles.


• Strong communication and interpersonal skills, both verbal and written.


• Excellent problem-solving abilities and a proactive approach to customer challenges.


• Ability to manage multiple onboarding projects simultaneously and meet tight deadlines.


• Proficiency in CRM systems, preferably Zendesk, Salesforce, or HubSpot.


• Strong presentation and training skills for virtual onboarding sessions.


• High attention to detail and organizational skills.

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Experience

• 2–4 years of experience in a customer onboarding, implementation, or customer success role within the SaaS or technology industry.


• Experience working with enterprise-level clients or complex software systems is an advantage.


• Prior experience in remote or global team collaboration preferred.

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Working Hours

• Full-time position with flexible working hours based on client needs.


• Standard business hours apply, with occasional adjustments to accommodate international customers.


• Remote work opportunity, offering flexibility and work-life balance.

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Knowledge, Skills, and Abilities

• In-depth understanding of SaaS products and customer lifecycle management.


• Ability to translate technical concepts into easy-to-understand explanations for non-technical users.


• Strong customer empathy and ability to build trust and rapport quickly.


• Time management and prioritization skills for managing multiple clients.


• Analytical mindset with the ability to identify improvement areas in the onboarding process.


• Team-oriented, adaptable, and eager to learn new tools and technologies.

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Benefits

• Competitive salary with performance-based bonuses.


• Comprehensive health, dental, and vision insurance.


• Generous paid time off and parental leave policies.


• Work-from-home flexibility and wellness programs.


• Access to professional development and certification opportunities.


• Employee discounts on Zendesk products and partner platforms.

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Why Join Zendesk

At Zendesk, we believe in building meaningful relationships—with our customers, our colleagues, and our communities. As a Customer Onboarding Specialist, you’ll be part of a global team that values empathy, innovation, and growth. You’ll have the opportunity to make a real impact by helping businesses deliver exceptional customer experiences using our leading customer service platform. Join us and be part of a culture where collaboration, learning, and success thrive together.

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How to Apply

Interested candidates are encouraged to apply through the Zendesk Careers Portal by submitting their updated resume and a brief cover letter outlining relevant experience and motivation for joining Zendesk. Shortlisted candidates will be contacted for an initial virtual interview.

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Job Details