Job Overview
Our client is looking for a team member to manage the onboarding and ongoing support of new clients, ensuring each account is properly set up and running smoothly. This role is highly organized and process-driven, requiring someone who can confidently communicate with clients, follow established checklists, maintain accurate records, and proactively identify issues before they become problems. The ideal candidate is comfortable working independently, managing multiple accounts, and keeping detailed documentation of each client's status and progress.

Schedule
Monday - Friday, 11:00 AM - 3:00 PM UK Time (20 work hours per week)

Responsibilities

Onboarding

• Run the setup call with each new agency over Zoom, walking the client through what the company does and what it needs from them
• Get the website widget installed, working with the agency's own web person where there is one
• Set up email forwarding from the property portals, confirming the exact address with the client rather than assuming it
• Connect calendars and any other integrations the agency uses

Verifications

• After setup, compare the property list held against the agency's own website and confirm they match, before telling the client they are live
• Repeat that check one week after go live and flag any difference immediately
• Confirm the agency is receiving enquiries, and that they are for the right properties

The Client Record

• Maintain one status per client in one place, covering where they are in onboarding, what is outstanding, and who is waiting on whom
• Chase clients who have stalled, and record what they said
  

Support

• Take customer questions by email and video call
• Log every issue with enough detail that someone else can reproduce it: the property or page concerned, what the client expected, what they saw, and a screenshot
• Escalate anything technical rather than guessing, and tell the client it has been escalated

Requirements

• Previous experience in customer onboarding, customer success, or account management for a software product
• Organised enough to keep a client tracker current without being reminded
• Strong spoken and written English, and confident leading a call with a business owner
• Comfortable in a web dashboard, and able to follow written technical steps such as pasting a code snippet into a website or setting up an email forwarding rule
• Methodical, with real attention to detail—doing the same checklist correctly every time and noticing the one occasion it does not work

• Able to explain a technical idea in plain language to someone who does not want to hear one

Independent Contractor Perks

• Permanent work from home
• Immediate hiring

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.