Customer Onboarding Specialist - EMEA

About the role

Respond.io is an AI-powered business messaging platform founded in Hong Kong in 2017, trusted by businesses in over 127 countries. Its Customer Onboarding Specialist is the first person a new customer meets after signing up and subscribing, guiding them to a live setup that connects channels, configures AI and automations and handles leads. The role is based in Rome, Italy, and is fully remote.

Key responsibilities

• Work closely with customers to understand their goals, use cases and needs, and turn their problems into clear, result-driven goals
• Guide customers through onboarding after signup and help them set up channels, AI Agents and automations so they are live and handling leads
• Act as a point of contact for customer issues and ensure timely resolution
• Maintain strong relationships with internal and external stakeholders
• Monitor and report on customer satisfaction and platform usage, focusing on satisfaction and retention
• Build knowledge of the platform and identify growth opportunities, working with Sales and Customer Success

Required profile

• 2+ years of B2B SaaS experience in onboarding, implementation or Customer Success
• Experience with international customers and global accounts
• Strong communication skills in Italian, Spanish and English
• Able to work hours overlapping customers' timezones and to manage several customers in parallel
• Comfortable in technical conversations such as APIs, webhooks and integrations

Required skills

• Familiarity with business messaging platforms, CRM systems and Customer Success tools
• Keen interest in AI and setting up AI Agents for customers
• Ability to optimize complex business processes and give product-improvement feedback

What we offer

• A highly competitive compensation package
• A mental health allowance
• Flexible working environment and hours
• Virtual events such as talent shows, Among Us nights and online game sessions