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Referral Rock Logo Referral Rock · Customer Service

Onboarding Specialist

· Job Posted December 11, 2025
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Job Description

Referral Rock is looking for a detail-oriented Onboarding Specialist who excels at following proven processes, creating tailored onboarding plans, and expertly managing customer communication through various channels, including live screen shares, chat, and email. You're a people person who enjoys being the go-to resource as customers get started and launch. You'll work with new prospects trying the software for the first time and long-time customers who need a little extra support. If you're eager to tackle a fast-paced, dynamic role that delivers meaningful customer outcomes and creates lasting relationships, then apply below.

Job Responsibility

  • Manage the onboarding process for new prospects and customers by creating and executing detailed onboarding plans
  • Conduct regular calls/meetings over Zoom to guide customers through each stage of their onboarding journey, address any concerns, and provide ongoing support
  • Assist customers across multiple communication channels including chat, email, and live screen shares
  • Coordinate technical assistance with your Integration Specialist teammates
  • Monitor customer health and leading indicators to proactively identify potential issues and reach out to help
  • Be the cheerleader for your customers, relaying key information and product requests to our team
  • Become a product and referral marketing expert

Requirements

  • 2+ years of experience in a high-volume customer-facing role (i.e., sales, customer success, onboarding, or support), preferably in SaaS
  • Demonstrated expertise in project planning, documentation, and achieving successful outcomes in a customer-centric environment
  • Excellent communication and interpersonal skills, with the ability to effectively facilitate calls/meetings and quickly build rapport with customers
  • Strong problem-solving skills and the ability to think critically, anticipate potential issues, and proactively address them
  • Exceptional organizational skills and the ability to manage multiple projects and deadlines simultaneously
  • Familiar with common sales & marketing software like Salesforce, HubSpot, Intercom, and MailChimp

Nice to have

Familiarity with referral marketing concepts and strategies is a plus

What we offer

*Benefits available for US-based Employees

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