Onboarding Specialist

Bite·Remote(New South Wales, New South Wales, Australia)
Customer Success

WFA Digital Insight

As the demand for digital skills continues to soar, with a 25% increase in remote job postings in the last year, roles like Onboarding Specialist are becoming increasingly crucial for companies like Bite. This fast-growing hospitality technology platform is seeking a skilled professional to join their Customer Success team, working directly with customers to ensure seamless onboarding. With the Australian remote job market expected to keep expanding, candidates with strong communication skills and a genuine interest in SaaS and customer experience are in high demand. Before applying, it's essential to understand the importance of this role in driving customer success and the opportunities it presents for career growth in the industry.

Job Description

About the Role

The Onboarding Specialist role at Bite is a critical component of the Customer Success team, responsible for guiding hospitality venues through the onboarding process and launching them on the Bite platform. This involves working closely with customers, configuring their accounts, and ensuring their setups meet operational needs. As part of a rapidly growing company, this role offers the opportunity to make a significant impact on customer success and contribute to the development of the onboarding process.

Day-to-day, the Onboarding Specialist will collaborate with internal teams to identify areas for improvement in the onboarding process and customer experience. They will also work directly with customers to address any issues that arise during the onboarding process, providing timely and effective solutions to ensure a smooth launch.

The Onboarding Specialist will report directly to the Head of Customer Success and will be an integral part of the broader Customer Success team. This team is dedicated to delivering exceptional customer experiences and driving long-term success for Bite's customers.

What You Will Do

  • Work directly with hospitality customers to guide them through onboarding and launch on the Bite platform
  • Configure customer accounts and ensure setups meet their operational needs
  • Assist with DNS and web domain changes, including editing DNS records and guiding customers where required
  • Actively manage and reduce Time to Launch (TTL) as the primary success metric
  • Collaborate with internal teams to identify and improve onboarding processes and customer experience
  • Support customer launch promotions by preparing flyers and assets using Canva templates
  • Clearly document onboarding steps, changes, and customer requirements
  • Develop and maintain a deep understanding of the Bite platform and its capabilities
  • Identify opportunities for process improvements and implement changes as needed
  • Build strong relationships with customers and internal stakeholders

What We Are Looking For

  • Strong communication skills and confidence working directly with customers
  • A genuine interest in SaaS, technology, and customer experience
  • Prior experience in a SaaS environment is preferred, but not essential
  • Comfortable working with DNS records and basic technical configuration (training provided)
  • Basic HTML knowledge is a nice to have, but not required
  • Comfortable using tools like Canva and following design templates
  • Organised, detail-oriented, and able to manage multiple onboardings at once
  • Australia-based and available to work Australian business hours
  • Ability to work independently and as part of a remote team

Nice to Have

  • Experience in the hospitality industry
  • Familiarity with customer success platforms and tools
  • Certification in a related field (e.g., customer success, SaaS)

Benefits and Perks

  • Direct exposure to Customer Success, onboarding, and SaaS operations
  • Opportunity to grow your role as the business and customer base expand
  • Supportive team environment with clear leadership and direction
  • Remote-first role with flexibility and trust
  • Access to cutting-edge technology and tools
  • Professional development opportunities
  • Competitive compensation package
  • Flexible working hours and remote work options

How to Stand Out

  • Be prepared to showcase your experience working with customers and your ability to communicate complex technical information in a clear and concise manner.
  • Highlight any prior experience you have in a SaaS environment, as well as any relevant technical skills such as DNS record management.
  • Make sure to research the company and the role thoroughly, and be prepared to ask informed questions during the interview process.
  • Consider creating a portfolio or examples of your work to demonstrate your skills and experience.
  • Be prepared to discuss your approach to problem-solving and how you handle difficult customer situations.
  • Don't be afraid to ask about the company culture and what a typical day in the role would look like.
  • Be sure to mention your understanding of the importance of customer success and how you can contribute to it in this role.

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