Senior Onboarding Client Services Specialist
New
RomaniaFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- Full fluency in English
- Required Skills
- Stakeholder managementCustomer SuccessSaaSZendesk
Requirements
- Significant experience in a customer-facing role such as onboarding specialist, client services, HR operations, or customer success.
- Strong understanding of onboarding processes, HR operations, or global employment practices (experience in EOR or SaaS environments is a plus).
- Proven ability to manage multiple stakeholders and coordinate cross-functional workflows in a fast-paced environment.
- Experience handling customer escalations and resolving complex operational issues with professionalism and ownership.
- Strong communication skills, both written and verbal, with the ability to engage confidently with clients and internal teams.
- Comfortable working with SaaS platforms, ticketing systems (e.g., Zendesk), and workflow management tools.
- Process-oriented mindset with experience driving improvements, automation, or operational efficiency.
- Ability to work independently in a fully remote, asynchronous, international environment.
- Strong organizational skills and attention to detail, with the ability to manage multiple onboarding cases simultaneously.
- Full fluency in English; additional languages are an advantage.
Responsibilities
- Own and manage end-to-end onboarding processes for international clients, ensuring compliant, efficient, and high-quality execution across multiple workflows.
- Act as the primary point of contact for onboarding-related queries, providing expert guidance to customers and internal stakeholders.
- Deliver tailored onboarding experiences for enterprise clients with complex or high-touch requirements.
- Collaborate closely with Sales, Customer Success, Operations, Payroll, Mobility, and Customer Experience teams to ensure seamless service delivery.
- Handle escalations and resolve complex onboarding issues by coordinating with relevant internal teams and stakeholders.
- Execute and continuously improve onboarding workflows, ensuring alignment with service standards and customer experience goals.
- Monitor onboarding progress and ensure timely completion of tasks for employees and client organizations.
- Contribute to knowledge base documentation, FAQs, and process improvements to support scalable onboarding operations.
- Gather customer feedback and translate insights into actionable improvements for onboarding processes and tools.
- Support automation and process optimization initiatives to improve efficiency and reduce manual effort.
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