Onboarding Specialist (Customer Support field)

The Onboarding Specialist will be responsible for coordinating and executing client onboarding across multiple projects. The role focuses on preparing training materials and knowledge bases, supporting tool setup (CRM/helpdesk), coordinating stakeholders (Sales, Operations, QA, Trainers, Clients), and ensuring smooth project launches.
This position plays a key role in standardizing onboarding processes and improving training quality across WOW24-7 projects.

Requirements:

✔️2+ years of experience in customer support, onboarding, training, or operations (BPO/outsourcing is a strong plus)
✔️Strong organizational and coordination skills
✔️Experience creating documentation/knowledge bases/training materials

✔️Confident written and spoken English (B2+/C1)
✔️Ability to manage multiple projects simultaneously
✔️Experience with CRMs / helpdesks (Zendesk, Gorgias, Intercom, Freshdesk, HubSpot, etc.)
✔️Strong attention to detail and structured thinking
✔️Comfortable working with Google Docs / Sheets / Excel
✔️Proactive mindset and ownership of tasks

Responsibilities:

➖Coordinate client onboarding from contract signing to go-live
➖Prepare and structure knowledge bases and training materials (AcademyOcean / Google Docs)
➖Support CRM/helpdesk setup (channels, access, workflows, integrations)
➖Align onboarding activities with Sales, Operations, QA, Trainers, and Clients
➖Organize and support agent training processes (dedicated, shared, tech-shared teams)
➖Maintain onboarding documentation, templates, and checklists
➖Track onboarding progress, risks, and blockers
➖Participate in improving onboarding standards and internal processes
➖Support handover from onboarding to operations and ensure readiness for production
➖Collect feedback and contribute to continuous improvement

Would be a plus:

✔️Previous experience in BPO / customer support outsourcing
✔️Experience with LMS platforms (AcademyOcean or similar)
✔️Understanding of KPIs, SLAs, and support metrics
✔️Basic technical background (APIs, integrations, SaaS tools)
✔️Experience with Six Sigma/process optimization
✔️Experience working with international clients

Work conditions:

🕙 Standard EU business hours with flexibility when supporting client launches: Monday to Friday, 10:00–18:00;
🌱 2-month probation period with full support from the team to help you quickly dive into the processes;
🏖 18 paid vacation days per year to rest and recharge;
🤒 15 paid sick leave days to cover unforeseen situations;
🤝 An open and friendly team where ideas and initiative are truly valued;
➖Long-term cooperation with paid training period;
🚀Opportunity for growth within the Onboarding Department.