SaaS Onboarding Specialist

Housecall Pro develops technology designed to help home service professionals run and grow their businesses more effectively.

Its platform provides tools for scheduling, dispatching, payments, customer management, and other day-to-day operations, giving professionals more time to focus on their businesses, customers, and families.

Founded in 2013 and headquartered in Denver, Colorado, Housecall Pro has grown into an international organization with team members across countries including Brazil, Poland, the Philippines, and Mexico.

The company supports more than 50,000 home service businesses and has over 2,000 team members worldwide. Its broader portfolio also includes Business Coaching by Housecall Pro, which provides business development support to home service companies.

Position Overview

Housecall Pro is seeking an Onboarding Specialist to provide new service professionals, known internally as “Pros,” with a smooth and positive introduction to the platform.

You will become the customer’s primary point of contact during the crucial period immediately following enrollment. Your responsibility is to guide new customers through account setup, encourage early product adoption, answer questions, resolve challenges, and help customers quickly recognize the value of Housecall Pro.

This role requires a strong sense of ownership, excellent customer service skills, empathy, and the ability to solve problems proactively. You will also help maintain continuity between the sales and onboarding experience by reinforcing the platform’s value and ensuring customers remain confident in their decision to use Housecall Pro.

Key Responsibilities

• Take ownership of relationships with new customers throughout the initial onboarding period.
• Guide customers through account activation, setup, product adoption, and effective platform utilization.
• Serve as the dedicated customer resource during the transition from the Sales team into onboarding.
• Reinforce the value and capabilities of Housecall Pro to increase customer confidence and encourage early adoption.
• Develop strong relationships with customers while helping them understand how the platform can support their businesses.
• Communicate important customer information, trends, concerns, and feedback to teams such as Sales, Marketing, Engineering, and Technical Support.
• Collaborate with Account Managers and other internal teams to reduce customer risk, strengthen retention, and support long-term account growth.
• Prepare and nurture satisfied customers who may become advocates for Housecall Pro.
• Use a consultative and empathetic approach when helping customers achieve their objectives.
• Identify potential expansion opportunities and recommend improvements that can enhance the overall customer experience.
• Manage onboarding timelines, action items, and customer requirements efficiently.
• Use qualitative and quantitative information to identify opportunities to improve customer outcomes.
• Contribute to processes that differentiate Housecall Pro by consistently exceeding customer expectations.
• Troubleshoot technical issues professionally and clearly.
• Maintain strong product knowledge and develop creative solutions when addressing customer challenges.

Qualifications

• At least 1–3 years of full-time experience in customer success, customer implementation, sales, or a related position.
• Bachelor’s degree in a relevant discipline or equivalent professional experience.
• Demonstrated success building relationships with new customers and achieving or exceeding customer success targets.
• Ability to work the required schedule of Monday through Friday, 11:00 AM–8:00 PM PST.
• Advanced proficiency in English.

Skills & Attributes

The ideal candidate will demonstrate:

• Strong self-motivation and the ability to take initiative without constant supervision.
• Ability to perform effectively in a fast-paced working environment.
• Excellent analytical and problem-solving capabilities.
• Strong written and verbal communication skills.
• Excellent attention to detail.
• Effective time-management and organizational abilities.
• Experience using AI-powered tools to improve productivity, quality, or efficiency.
• Natural curiosity and a willingness to continuously learn.
• Ability to adapt quickly to unfamiliar situations and develop new skills from the ground up.
• A customer-focused mindset with the ability to combine empathy with practical problem-solving.