Customer Onboarding Specialist

About Topline Pro

At Topline Pro, we’re building AI-powered tools to help service businesses like roofers, landscapers, and painters quickly acquire direct customers. Our Gen AI solutions get them discovered, trusted, and booked in minutes.

Topline Pro is co-founded by Nick Ornitz (CEO) and Shannon Kay (COO) with an excellent team of 40+ rockstars with plans to expand to more than 60 team members in 2025. We serve over thousands of local service businesses and were named a top 50 Tech Companies building for SMBs in 2023 and 2024!

Backed by Y Combinator, Forerunner Ventures, and Bonefire Ventures, Topline Pro is well-funded and poised for growth. We're building a passionate team to help redefine our onboarding experience and shape our company’s future.

We’re committed to fostering an inclusive, equitable workplace for individuals from all backgrounds. We especially encourage applications from underrepresented communities, including women, people of color, and those who identify as LGBTQ+. 

If you're excited to grow in a fast-paced, high-growth startup, even without checking every box below, we want to hear from you!

🌟 Role Overview

As an Onboarding Specialist, you will play a critical role in ensuring our customers get the most value from our platform right from the start. You’ll be responsible for shepherding customers from the sales phase into successful onboarding, including connecting key tools, social media, and more to drive customer activation. You’ll work closely with our Sales and Customer Success teams to ensure customers are immediately set up for growth.

⚡ What you'll do

• Guide New Customers: Lead customers through the onboarding process, ensuring they have all the tools and resources needed for success with Topline Pro.

• Lead Integration Connection: Help connect and optimize customers' tools to our platform to help expand their online presence and reach.

• Communicate at a high-volume: Manage a high volume of communication through email, text, phone, and virtual meetings, ensuring smooth and efficient onboarding.

• Collaborate Cross-Department: Work closely with the Sales and Customer Success teams to ensure a seamless customer experience from start to finish.

• Track and Report Progress: Monitor and report on onboarding progress, tracking key metrics such as the number and percentage of verified Google Business Profiles.

🎯 What we're looking for

• 1+ Years in Sales, Customer Success, or Customer Support: A proven background in sales or customer-facing roles, with a bonus if you have experience in SaaS or working with SMBs.

• Comfort with High-Volume Communication: Ability to manage a large volume of verbal and written communications with customers, ensuring clarity, responsiveness, and professionalism.

• Excellent Written and Verbal Communication Skills: Strong communication abilities, both in writing and speaking, to effectively interact with clients and internal teams.

• Passion for Driving Positive Growth: A strong drive to help clients achieve success, exceed expectations, and see tangible growth from your efforts.

• Advanced Time Management Skills: Exceptional ability to prioritize and manage multiple relationships and initiatives simultaneously, ensuring deadlines are met without compromising quality.

• Experience in Agile, Startup Environments: Previous experience or a strong desire to work in small teams within a fast-paced, agile, and dynamic startup environment.

• Growth Mindset: An eagerness to learn and grow in customer success. A passion for continuous learning and a drive to develop your skills and expertise in customer success management.

🤗 Who you are

• Collaborative Team Player: Thrives in a fast-paced, in-office environment with the drive to contribute every day.

• Dynamic Self-Starter: Comfortable navigating ambiguity, you take initiative and bring solutions to the table..

• Energetic and Fun-Loving: Bring your unique personality and a sense of humor to our vibrant, high-energy workplace

• Ambitious Growing Professional: Cultivating a growth-mindset, passionate about continuous learning, and committed to personal and professional growth.

🙌 What we offer

• Competitive cash compensation.

• Full medical, dental, and vision health coverage.

• Modern computer and workspace enhancements.

• Monthly stipend for mental and physical health.

• 401(k) plan (non-matching).

• Unlimited vacation, 9 company holidays, and 1 personal volunteer day per year.

• The opportunity to take on significant responsibility and ownership in a fast-growing company.

• A fun, dynamic, and inclusive team that values creativity and collaboration.