The Onboarding Specialist is responsible for integrating new customers into the SQUIRE platform by providing technical guidance, training, and support. Key duties include managing the onboarding process, delivering training, helping with technical setup, resolving issues, and partnering with other teams to ensure a smooth customer experience.
WHO WE ARE
SQUIRE is the leading business management system designed for the needs of barbers, shop owners, and their communities. We believe the pursuit of artistry and autonomy should not be restricted by the complexities of running a business. With SQUIRE, we provide custom-branded tools, resources, and guidance to help barbers of all stages and experience levels attract and retain more customers, efficiently manage their shop operations, and increase their revenue.
Founded in 2015, SQUIRE is trusted by more than 30,000 barbers across 5,000+ shops in more than a thousand cities worldwide. From streamlined booking and opening new shops to real-time earning dashboards and building lasting customer relationships, SQUIRE supports shop owners in seamlessly bridging the gap between their personal craft and business goals. SQUIRE enables barbers everywhere to unlock their full potential both as artists and as entrepreneurs.
For more information, please visit getsquire.com or download the SQUIRE app from the App or Play Store.
SUMMARY
Onboarding Specialists are responsible for integrating new customers into the SQUIRE platform through technical configuration guidance, training, and hands-on support. This role owns the full onboarding experience, from initial setup through early post-launch, ensuring customers can confidently launch and operate their business on SQUIRE. Success in this role requires strong communication, organization, and problem-solving skills, as well as a genuine commitment to customer outcomes.
REPORTS TOManager, Customer Onboarding
JOB DUTIES AND RESPONSIBILITIES
- Own the end-to-end onboarding experience, managing account timelines, deadlines, and customer milestones from handoff through launch.
- Deliver high-quality customer training across phone, video, and in-person channels, tailored to each customer's operational needs.
- Qualify customer requirements and guide them through technical implementation and platform setup.
- Conduct structured post-launch check-ins to reinforce customer confidence, validate operational readiness, and drive early product adoption.
- Proactively identify and resolve onboarding risks, blockers, and customer issues before they escalate.
- Educate customers on how to effectively use SQUIRE day-to-day, supporting long-term adoption and business success.
- Maintain accurate records of account progress, timelines, and implementation notes across Salesforce and internal systems.
- Partner cross-functionally with Sales, Product, Support, and Customer Success to ensure a seamless customer experience.
- Surface patterns and feedback from onboarding to help continuously improve the process.
The duties and responsibilities outlined above are not a comprehensive list and additional tasks may be assigned from time to time based on business needs.
REQUIREMENTS AND QUALIFICATIONS
- 1–2 years of experience in a KPI and SLA-driven environment, ideally within a SaaS company.
- Proven ability to manage a full pipeline of customer accounts through an entire project lifecycle.
- Strong verbal and written communication skills with the ability to explain technical concepts clearly and confidently.
- Highly organized with the ability to manage multiple accounts simultaneously in a fast-paced environment.
- Proficiency with Salesforce, Microsoft Office, Google Suite, and Slack.
- Customer-first mindset with the ability to guide clients through operational change with empathy, composure, and strong problem-solving skills.
- Energetic, solution-oriented team player who thrives cross-functionally and adapts quickly in a rapidly evolving environment.
- Experience in onboarding, implementation, customer success, SMB software, barbering, or operational support is a plus.
WHAT WE OFFER
- Base Salary ($66,500 + Bonus (20%)
- New hire stock grant
- 100% employer paid medical, dental, and vision insurance for you and your dependents
- 401K plan with company contribution
- Generous PTO and Parental Leave policies
Interview Accommodations
SQUIRE is committed to working with and providing reasonable assistance to individuals with physical and mental disabilities. If you are an individual with a disability requiring an accommodation to apply for an open position, please email your request to [email protected] and someone on our team will respond to your request.
EEO Provision
SQUIRE provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Pay Transparency Nondiscrimination Provision
SQUIRE will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
E-Verify Participation
SQUIRE participates in E-Verify. Learn more about E-verify here.
SQUIRE New York, New York, USA Office
Our HQ is located in the Nolita neighborhood of lower Manhattan and is surrounded by bars, restaurants, shopping and some of NYC's most iconic landmarks.
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