X-Cart Holdings, LLC | Athens, GA, United States
$30,000–$40,000 per year – Full Time

Who is X-Cart?
X-Cart is a long-established leader in the eCommerce space. In recent years, the company shifted its focus to delivering a platform tailored specifically to the Automotive Aftermarket, officially launching this version in 2023. With rapid growth in this industry over the past year, X-Cart is seeking someone to support the Customer Success Manager in helping customers get the most out of their new eCommerce platform.

What is a Customer Onboarding Specialist?
A Customer Onboarding Specialist plays an essential role on the Customer Success team by helping new customers learn how to use the X-Cart platform and its various integrations and add-ons. They ensure customers understand the platform’s features, advocate for customer needs, and guide them toward their goals for a successful store launch.

What does a Customer Onboarding Specialist do?
This role provides initial support and direction for new customers as they begin using the product. Responsibilities include answering questions, offering tailored advice, troubleshooting basic issues, and coordinating with other teams to ensure a smooth onboarding experience. The goal is to enhance customer satisfaction and retention by making onboarding clear, efficient, and valuable.

Customer Onboarding Specialist responsibilities:
• Join the Customer Success Manager on kickoff calls with new customers.
• Serve as the primary contact for new customers, offering guidance and answering questions.
• Track customer setup progress and assist with next steps.
• Show product features, offer instruction, and resolve basic issues through scheduled calls or video meetings.
• Reach out proactively when customers show signs of difficulty to improve trial conversions.
• Collaborate with X-Cart teams to create and update educational materials.
• Ensure customers move smoothly from onboarding to full product adoption.
• Transition customers to the 24/7 support team after onboarding.
• Meet regularly with the CSM to provide feedback and escalate issues when needed.
• Review and refine the onboarding process with the CSM and other teams.
• Work with the CSM and internal teams to develop automated outreach and helpful resources for customers during onboarding.

Requirements and Skills:
• 1+ years of experience in Customer Support, Account Management, Customer Success, or related roles.
• Bonus for onboarding experience in eCommerce or SaaS.
• Additional bonus for experience in the Automotive Aftermarket.
• Availability to work between 8 AM and 5 PM EST.
• Familiarity with monday.com.
• Strong technical aptitude and ability to quickly learn and explain products.
• Analytical and creative problem-solving abilities.
• Excellent verbal and written communication skills.
• Fluent in English and comfortable communicating with native English speakers.
• Strong prioritization, multitasking, and time-management skills.
• Passion for process improvement and delivering an exceptional customer experience.

Benefits:
• 60–100% medical insurance coverage (U.S. employees only)
• Unlimited PTO
• Phone/internet reimbursement
• Chair/desk reimbursement program
• Additional benefits to be determined

Note: Benefits may vary for international applicants.

Location:
• Remote (Anywhere)
• X-Cart Headquarters: Athens, GA