Client Onboarding Concierge

THE ROLE

We are looking for an Client Onboarding Concierge to help new customers successfully move through the first steps of their journey with us.

This is a hands-on, client-facing role with a strong focus on phone communication, fast response times, and consistent follow-up.

You will welcome new customers, help them book their required calls, guide them through basic setup and activation steps, follow up when actions are incomplete, and make sure they are prepared and ready for onboarding.

You will not deliver the formal Intro or Onboarding calls. Your job is to make sure customers are contacted, booked, prepared, supported, and moving forward.

THE COMPANY

A multi-8-figure ARR business with 200+ team members, bootstrapped and profitable. The company launches and scales information and software products on a marketing and sales engine refined across a dozen product launches and $100M+ in ad spend.

This seat sits inside the onboarding org, dedicated to a fast-growing product line. Your job is to make sure customers who come in the door finish, renew, and refer.

What You Will Do:

• Contact new customers quickly after they purchase, with a target of making the first phone attempt within 30 minutes
• Welcome customers and explain their next steps
• Book and confirm Intro and Onboarding calls directly with customers
• Follow up consistently by phone, SMS, and email when customers do not respond
• Help customers access our platforms and complete required setup and preparation before their calls
• Follow up with customers who miss appointments and help get them rebooked
• Resolve simple login, booking, and platform issues
• Escalate more complex customer concerns to the appropriate team
• Keep accurate notes and records of customer interactions, progress, and next steps
• Continue following up until the customer successfully progresses through onboarding

Requirements

What We're Looking For:

• Strong spoken and written English
• Confident and comfortable speaking with customers by phone
• Previous experience in Customer Support, Customer Success, Appointment Setting, Onboarding, or a similar client-facing role
• Friendly, professional, and patient communication style
• Persistent with follow-up without being pushy
• Strong organisation and attention to detail
• Comfortable using CRM systems and learning new technology
• Able to manage multiple customers and priorities at the same time
• Reliable, coachable, and comfortable working toward clear performance targets