Are you a tech-savvy professional who enjoys helping others understand how easy it is to use new tools? AR Workflow is looking for a Customer Success/Onboarding Specialist to join our team.

We’re a fast-growing startup providing subscription-as-a-service software to disaster restoration contractors. We’re small and energetic, and you’ll have the opportunity to make a real impact. We also offer room to grow. We’re committed to building a diverse workplace that reflects how work is changing and gives talented, driven, enthusiastic people the chance to thrive.

## The Role
As a Customer Success/Onboarding Specialist, you’ll primarily help both prospective and existing customers by demonstrating and explaining the benefits of AR Workflow. Your goal is to deliver an exceptional customer experience and maximize retention. You’ll also support our Customer Service team with both administrative and hands-on operational work to retain and grow our subscription base. This is a fast-paced role that requires outstanding communication and interpersonal skills, strong attention to detail, the ability to think quickly, and a willingness to adapt to constant change.

You’ll work directly with the founder and original developer, giving you the ability to influence decisions and see the impact of your ideas immediately. You’ll learn what it takes to build software that makes a meaningful difference for the businesses we serve—software that people truly want to use every day.

## Responsibilities and Day-to-Day
Because we’re a small company, you may need to take on more than one responsibility. This role isn’t a fit if you prefer to stay strictly within your comfort zone. Coding isn’t required—there won’t be any coding involved. However, you do need to be technical enough to explain more complex features clearly and persuasively to prospects who may not be as technically inclined.

Your daily work will fall into four main areas:
– Demo and onboarding meetings with prospects/new users over Zoom
– Ongoing relationship management and customer success
– Customer support
– Side projects

### Demo and Onboarding Meetings (Zoom)
Your first responsibility is to help grow the business by converting incoming leads into paying customers. You’ll work with prospects who sign up for a free trial or request a product demo, showing them how to use the software successfully so they continue as subscribers. At the start, you’ll connect with prospects to identify their pain points. Then you’ll explain and demonstrate how our solution addresses those challenges, moving directly into onboarding and implementation. The goal is to earn the sale after prospects see their workflows come to life inside the software.

### Ongoing Relationship Management and Customer Success
Once a prospect becomes a paid customer, you’ll continue building the relationship. You’ll strategically reach out to selected customers to increase engagement and reduce the risk of churn.

Since you’ll spend a significant amount of time speaking with both current and prospective customers, you’ll learn what problems they’re facing and what matters most to them. Using that feedback, we’ll work together on the product roadmap—prioritizing new features and improvements based on what customers directly tell us. Even with our small team, we move quickly, with new updates and features rolling out regularly. You’ll enjoy watching the product evolve and delighting customers with the speed that makes it feel tailored to them.

### Customer Support
Another major part of the role—outside of meetings and customer conversations—is providing support. You’ll answer questions and resolve issues customers report via email and live chat. You’ll also provide phone and Zoom-based support.

### Side Projects
You may be wondering how you’ll manage side projects alongside everything above. We’re building a team structure that distributes meetings and support, so you’ll have time to work on meaningful projects. All side projects share one goal: making other parts of your job easier and helping you become even more successful.

Depending on your skills and interests, you might:
– Design new onboarding workflows
– Create user guides and documentation
– Improve drip email campaigns and email copy to boost engagement and conversions
– Create video and written content for blogs and social media
– Build training videos and more!

## Requirements
In this role, you must take full ownership of your assigned prospects and customers. You’ll be given the tools and support you need to succeed without being micromanaged at every step. If that sounds appealing, this could be a great opportunity for you.

Other qualifications that would make you a strong fit include:
– At least 2 years of experience in customer support or customer success for a software company
– A reliable, fast internet connection
– Friendliness and empathy when communicating with customers and others, and the ability to connect with different types of people
– Comfort identifying yourself as tech-savvy (you don’t need to be a developer, but you should be able to learn new software quickly and thoroughly)
– A strong interest in efficiency—both improving your own efficiency and helping others do the same
– The ability to explain how technology solutions improve lives and strengthen businesses
– A love of learning and finding better, faster ways to get things done
– Excellent written and verbal communication

We can’t wait to work with you and build something truly amazing together!