Client Onboarding Representative

About the Role

This role helps clients move from initial questions to confident next steps with clear, accurate guidance. The Client Onboarding Representative sits on the customer service team and works under a customer service team lead, supporting clients with account activation, profile completion, and first-use questions. This representative works closely with clients, the support team, product support contacts, and internal teams that assist with setup concerns. This is a fully remote, work from home position based in Utah, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary. By making each interaction understandable and well tracked, the role helps clients begin with the right information and a positive experience.

Key Responsibilities

• Monitor an onboarding queue, incoming calls, emails, and service tickets to identify new client questions and setup requests.
• Review each request for contact details, account status, requested assistance, and available product or service information before responding.
• Guide clients through account activation, profile completion, navigation, and first-use steps using clear, patient explanations.
• Enter accurate interaction details, setup progress, client questions, and next actions in a CRM such as HubSpot.
• Create and update service tickets in a support platform such as Freshdesk so open questions have clear ownership and status.
• Coordinate onboarding meetings or follow-up conversations through a scheduling and calendar tool such as Calendly when additional guidance is needed.
• Follow up with clients on incomplete setup steps, unanswered questions, or requested information within established team practices.
• Route complex product concerns, repeated access issues, or unclear setup needs to the customer service team lead or appropriate product support contact.
• Use approved knowledge resources to provide consistent guidance and share recurring client questions with the support team.
• Maintain complete notes after every interaction and confirm that clients understand the next step before closing a request.
• Meet quality expectations through accuracy, timely turnaround, complete notes, respectful communication, and dependable follow-up.

Qualifications

• High school diploma or equivalent.
• Related experience preferred in client-facing support, onboarding assistance, or administrative coordination.
• Familiarity with guiding people through account setup, answering product or service questions, and explaining steps in plain language.
• Ability to use a CRM such as HubSpot, a support platform such as Freshdesk, and a scheduling and calendar tool such as Calendly.
• Strong listening skills and the ability to ask focused questions to understand a client’s setup needs.
• Clear verbal and written communication skills for calls, emails, and service ticket updates.
• Ability to prioritize incoming requests, maintain organized notes, and follow established workflows with care.
• Reliable computer, high-speed internet, and a quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits

• Fully remote work from home in Utah, United States.
• Structured onboarding and training on HubSpot, Freshdesk, Calendly, product resources, and team workflows.
• Regular check-ins with the customer service team lead for guidance, feedback, and questions.
• Opportunities to build client guidance, account setup, service coordination, and workflow documentation skills.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.