Remote Technical Onboarding Specialist

As a Technical Onboarding Specialist, you’ll guide customers through a structured Follow Up Boss onboarding experience. You’ll help customers complete core account setup, understand available self-service resources, resolve standard technical blockers, and transition successfully to their Customer Success Manager.

The ideal candidate has a consumer and partner-first mindset, with empathy, sound judgement, and a commitment to quality. High ownership, including proactive follow-through, comfort with ambiguity, and accountability for outcomes. Clear, transparent communication-particularly documenting decisions, risks, and handoffs. A collaborative, low-ego approach that welcomes feedback and partners effectively across Sales, Customer Succes, Support, and Product. Resilience and adaptability in a fast-moving onboarding environment, with a bias toward learning, thoughtful tradeoffs, and continuous improvement. Strong remote-work habits, including self-management, responsiveness, and intentional collaboration.

What You’ll Do Lead structured customer onboarding and readiness-review sessions. Guide customers through core account setup, user activation, system connections, workflows, and automations. Help customers use approved self-service resources to complete onboarding tasks independently. Monitor onboarding progress, reinforce milestones, and address standard technical questions. Troubleshoot common setup and integration issues, escalating complex matters through established support channels. Maintain accurate implementation notes, milestones, risks, and status updates in internal systems. Coordinate clear, timely handoffs to Customer Success. Follow established onboarding playbooks while identifying opportunities to improve consistency and efficiency.

Two or more years of experience in SaaS onboarding, CRM implementation, technical support, customer enablement, or a related role. Working knowledge of CRM concepts, including users, stages, workflows, automations, lead routing, and integrations. Experience with Follow Up Boss or a similar CRM platform such as Salesforce, HubSpot, or Zoho. Strong customer-facing communication and facilitation skills. Ability to explain technical concepts clearly to users with varying levels of experience. Strong organization and follow-through across multiple concurrent customer engagements. Comfort working within standardized processes, documentation requirements, and escalation procedures. Customer-first judgment, patience, adaptability, and attention to detail. Familiarity with real estate technology or the Zillow ecosystem is a plus. Must have experience with Gainsight