Onboarding Specialist / OB Lead
Location: Coimbatore, India
Work Type: Onsite
Shift: US Customer Experience | Night Shift
About the Role
through technology. As an Onboarding Specialist / OB Lead, you will be the first human touchpoint our customers experience after signing up. You will guide pet business owners and their teams from day one through full platform adoption, turning new sign-ups into confident, enthusiastic RunLoyal advocates.
This is a high-impact, customer-facing role requiring someone who enjoys training people, solving problems on the fly, and building genuine relationships with small business owners. The ideal candidate will have experience working with US-based SaaS customers, independently managing onboarding accounts, and supporting customers during US business hours, including night shifts, rotational schedules, and weekends when required.
This role is well suited for someone who thrives in a fast-paced SaaS environment, takes ownership, uses data and documentation effectively, and can also contribute to team coordination and onboarding process improvements.
Responsibilities:
Customer Onboarding & Training
- Own the end-to-end onboarding journey — from sales handover to full platform activation.
- Configure each customer’s RunLoyal portal to match their specific business requirements, including services, pricing, staff roles, and booking workflows.
- Deliver live, structured training sessions (1-on-1 and group) for business owners and their staff via video calls.
- Ensure every customer reaches their first key milestone — live and taking bookings — within the target onboarding timeline.
- Independently manage a portfolio of US-based customer accounts and drive successful onboarding outcomes.
Stakeholder Engagement
- Serve as the primary point of contact during the onboarding phase, building trust with multiple stakeholders, including owners, managers, and front-desk staff.
- Collaborate closely with the Sales, Product, Support, and Customer Success teams to ensure a seamless customer journey.
- Communicate customer feedback, recurring objections, and onboarding pain points to internal teams to support platform and process improvements.
- Facilitate a smooth handover to the Customer Success team with detailed account notes and implementation context.
Problem-Solving & Issue Resolution
- Proactively identify setup blockers and resolve them before they escalate.
- Troubleshoot configuration and workflow issues in real time during training sessions.
- Develop tailored solutions for customers with unique business models or operational needs.
- Track onboarding progress across your portfolio and flag at-risk accounts early.
Documentation, Analysis & Process Improvement
- Maintain accurate onboarding documentation, customer notes, implementation status, and follow-up actions.
- Use analytical thinking to identify onboarding trends, customer bottlenecks, and opportunities to improve activation and adoption.
- Create and maintain onboarding playbooks, SOPs, video tutorials, and help guides to support scalable and self-serve learning.
- Leverage AI tools to improve productivity, training content creation, documentation quality, and onboarding efficiency.
Leadership & Team Contribution
- Support team coordination and contribute to onboarding best practices, quality standards, and process improvements.
- Assist in mentoring team members, sharing knowledge, and strengthening the overall onboarding function.
- Take ownership of customer experience outcomes and contribute to building a high-performing onboarding team.
Required Skills :
Required Skills & Experience
- 2+ years of experience in customer onboarding, customer success, SaaS implementation, or a similar customer-facing role.
Prior experience working with US SaaS customers/accounts is required. - Proven ability to independently handle customer onboarding for US-based accounts with minimal supervision.
- Willingness to work in US shift timings, including night shifts, rotational schedules, and weekends when needed.
- Strong verbal and written communication skills, with the ability to explain complex concepts in a simple and customer-friendly way.
- Proven experience training non-technical users on software platforms with patience, structure, and clarity.
- Strong stakeholder management skills, with the ability to engage business owners, managers, and operational staff effectively.
- Excellent documentation and analytical skills.
Comfortable using AI tools to improve day-to-day work efficiency and content creation. - Highly organized, proactive, and capable of managing multiple onboarding timelines without losing attention to detail.
Comfortable working independently in a fully remote setup.
Qualifications :
Preferred / Nice to Have
- Experience in a team lead, mentoring, or people coordination capacity.
- Experience with pet industry businesses or other service-based SMBs.
- Familiarity with CRM or project management tools such as HubSpot, Intercom, Asana, or Notion.
- Background in training design, enablement, or instructional content creation.
- Experience working in a SaaS startup or scale-up environment.
Why RunLoyal ?
- Be part of a mission-driven team helping pet businesses grow and thrive.
- Fully remote and flexible work environment.
Opportunity to work closely with US customers and make a direct business impact.
A role where you can clearly see the outcome of your work through successful go-lives and customer adoption.
Collaborative culture with a focused, fast-moving, and supportive team.