Customer Onboarding Specialist – Property Management SaaS

Role DetailsType of Support: Email, phone, and video callsContract Duration: Full-timeTraining Schedule: 4 weeks duration. Monday to Friday; 8: 00 am - 5: 00 pmWork Schedule: Monday to Friday; exact shift times are still to be determined, but the will fall between 6: 30 am - 6: 30 pmWork Type and Location: Hybrid, San Pedro Sula and TegucigalpaExpected Start Date: August 14th, 2025About UsPartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero’s world-class outsourcing and human-centered approach with Crescendo’s expertise in customer experience and operational excellence, we are redefining the future of CX.

Together, we’re introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empower businesses and the people behind them to extend their impact worldwide. As a Most Loved Workplace, we believe culture drives success.

We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive. Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo. The RoleOur partner develops state-of-the-art technology for short-term rentals. The Customer Onboarding team is part of the Sales organization, and the Customer Onboarding Specialist (COS) plays a key role in guiding customers through either free 30-minute orientation sessions or paid onboarding calls. The ideal candidate is comfortable engaging with customers via video and is passionate about delivering an exceptional onboarding experience. What You’ll Do:

Lead engaging 30- to 60-minute onboarding calls, helping customers configure their accounts to meet their specific needs. Guide them through the setup process, ensuring they experience the platform’s value and benefits during their trial period. Review handover notes from the Sales team to understand each customer’s goals and pain points. Tailor the onboarding experience to align with their objectives. Host onboarding sessions via webcam, asking customers to share their screens so you can walk them through setup steps in real time, answer questions, and provide hands-on assistance.

For larger clients, schedule and conduct a series of onboarding sessions, delivering in-depth training customized for different user groups within the organization. Address common challenges faced by short-term rental hosts—such as automating smart lock PIN codes or integrating multiple booking platforms—to ensure customers feel confident in the software’s capabilities. Ensure customers are confident, satisfied, and ready to become paying users by the end of their trial, having fully experienced the software’s value. Guide customers on how to access support resources like help articles, live support, product beta programs, Facebook user groups, and bi-monthly Town Halls.

What We Expect From You: Exceptional spoken and written English communication skills (EFSET C1 to C2 level). 2+ years of experience in customer onboarding, customer success, or technical/customer support—ideally within a SaaS or software environment. A genuine passion for delivering exceptional customer experiences and turning challenges into opportunities to delight. A customer-centric mindset focused on understanding needs and driving adoption and success. Technological fluency across web, computer, mobile, and SaaS platforms, with the ability to clearly explain software and guide users through setup and troubleshooting.

Clear and concise communication skills, with the ability to explain complex processes simply and engagingly during live calls. Strong problem-solving skills and the ability to tailor solutions to customer pain points in real time. Confidence presenting over webcam, with the ability to engage your audience and inspire trust in the product. Strong organizational skills and the ability to manage multiple onboarding sessions while delivering personalized support. A collaborative mindset with the ability to work cross-functionally with Sales, Product, and Technical Support teams to resolve issues and ensure customer goals are met. What You’ll Get In Return:

Hybrid working arrangementsCompetitive Base SalaryGenerous paid vacationAttractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employeesAccess to free posture-based fitness workouts from home paid Sabbatical LeaveTraining opportunities provided by PartnerHero and outside entities1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional developmentCompany Culture Is At Our CoreOur core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

Care for others - Cooperate, empathize, and seek opportunities to put each other first. Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to changeManifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments. Take ownership - Doing the right thing should come naturally. Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleaguesPartnerHero is proud to be an equal-opportunity workplace.

We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].