Onboarding Specialist

Title: Onboarding Specialist Salary: Based on Experience +Benefits + Vacation Location: Remote (Canada) Term: Full-Time, Permanent Reporting Manager: Onboarding Team Lead About Us: At WellnessLiving, we empower thousands of health and wellness business owners to turn their entrepreneurial dreams into reality. Our mission-critical software fuels their vision, supporting millions of clients around the world in their wellness journeys. With a deep commitment to putting our customers first, we foster a culture that values high performance, adaptability, and accountability. If you are a skilled professional who thrives in a fast-paced, customer-focused environment and are passionate about making a meaningful impact on the health and wellness industry, we would love to connect with you. About You: We are a growing team of bright, ambitious individuals who are seeking like-minded candidates who can help us take our brand to the next level! We are looking for someone who can think outside of the box and isn’t afraid to push the envelope. At WellnessLiving, our team is driven by four core values that shape everything we do. If you share these values and meet the qualifications outlined for this role, we encourage you to apply - we’d love to learn more about you! Customer First – We approach every challenge with a customer-focused lens, driven by an obsession with our customers’ happiness and success. Excellence – We approach every task, whether big or small, with a steadfast commitment to exceptional execution and the pursuit of greatness. Accountability – We take full ownership of our decisions, actions, and outcomes – both successes and failures. Adaptability – We recognize that sustained success demands that we be malleable and purposefully evolve, acknowledging that the world is dynamic and constantly changing. Responsibilities: Oversee the onboarding process for clients, ensuring timelines are met and expectations are exceeded. Coordinate efforts to transition customers smoothly from previous systems or to new implementations. Facilitate personalized online product training that is tailored to the client’s business needs. Maintain proactive communication with customers throughout the onboarding journey, providing regular updates via email, phone, or web conferencing to keep them informed of progress and milestones. Work closely with various teams to resolve onboarding-related issues and facilitate activities that enhance the client experience, ensuring alignment across departments. Uphold a high level of professionalism and embody the core values of WellnessLiving, ensuring a positive and impactful experience for all customers. Address and manage support tickets with urgency, maintaining a solutions-oriented approach to resolve client issues promptly. Promote and maintain a high level of WellnessLiving professionalism and awesomeness. Skills & Qualifications: 2-3+ years of hands-on experience supporting customer implementation and/or onboarding projects, preferably for a SaaS enterprise solution Adept at building relationships and rapport with customers and collaborating effectively with all levels of the organization You’re a creative problem solver and multi-tasker who enjoys working in a dynamic, and fast-paced environment with a technical curiosity You’re adaptable, quick-thinking, resourceful, with strong time management and organizational skills and obsessive about improving processes A highly proactive, resourceful, able to multitask and accountable person who takes pride in ownership, responsibility, pride in driving and delivering a quality customer-centric approach and exemplary onboarding experiences. An active, empathetic listener, with excellent written and verbal communication skills Thoughtful, curious and ambitious with a tendency to ask “why” questions; the drive to apply a broad understanding of your work towards defining better solutions to achieve improvement measures and departmental goals/objectives Ability to prioritize and manage time efficiently and effectively and handle multiple priorities simultaneously Working knowledge of: Microsoft Office 365 Intermediate Excel skills CRM Platforms (Zoho, SalesForce) Ticket/Incident Management/Project Systems Please note that those who meet the qualifications for the position will be contacted directly. We appreciate you taking the time and look forward to reviewing your application. WellnessLiving is an equal-opportunity employer. At WellnessLiving, we are proud to embrace and celebrate differences. Employment at WellnessLiving is based purely on a candidate’s qualifications and experiences as they directly relate to professional competencies. WellnessLiving does not discriminate against any employee or potential employee because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, family or parental status, or any other status protected by the laws and regulations in the locations where we operate. Furthermore, we will not tolerate bias or discrimination of any kind from our employees or customers. At WellnessLiving, we bring everyone together to create something incredible! We are a unique and diverse blend of leaders and action-takers, and that mindset encompasses our passion and commitment to our product and our employees. We utilize AI to generate summaries of interview notes as part of our candidate evaluation process. This helps ensure a fair and consistent review while maintaining a human-centered hiring approach.

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