Onboarding Representative I

At GlassHouse, our mission is to create more profitable home service businesses. We think it's ridiculous that home service businesses have to pay the “Google tax” just to grow. We believe the best home service businesses thrive by turning their existing customers’ neighbors into loyal clients—not by burning through cash on big tech platforms like Google or Angi. 

We are looking for people to join our team who believe in our mission and align with how we want to build an exceptional business. Work experience is less important than how we all work together and having ‘mission alignment’.

We are looking for a proactive and detail-oriented Onboarding Representative I to guide new customers through the training and launch of their account immediately post-sale. This role is responsible for ensuring that customers are set up, trained and able to successfully utilize the platform as quickly as possible - helping the customer to realize the value of their investment quickly!

This position requires someone who is comfortable working independently, troubleshooting issues, and navigating multiple systems to help customers reach success. The Onboarding Representative I will lead implementation calls, guide customers through their setup, answer technical questions and proactively identify gaps or opportunities to improve the onboarding experience.

The ideal candidate is a strong communicator who can train technical concepts in a simple, easy-to-understand way while maintaining ownership of their accounts. They are naturally curious, resourceful and able to problem-solve. Success in this role requires someone who takes initiative, has excellent time management skills and consistently looks for ways to move their customers forward.

Company Values:

• Excellence in Everything - We hold a high bar for our work, our standards, and our outcomes. 
• Team before Me - We put the mission and others before ourselves. 
• Honesty is the ONLY Policy - We speak with transparency and bring strong perspectives, shared respectfully. 

Working Style:

• You want to ‘build your own job’ - You’ll have an opportunity to create your career path here and invent your ‘dream job’ (the story isn’t written yet). 
• We WANT to work hard - we find work fulfilling and work to integrate our work as part of our lives. 
• You are a lifelong learner - Come here and learn about the home service industry, teach your coworkers new skills, try new things, and help invent the future.
• We LOVE winning - Our success comes from helping our customers win. We celebrate our customers' success and the wins of our team members. 
• We are on a mission that you believe in - Helping transform the way home services find customers and grow their businesses is a BIG goal. Are you in? 
• We push ourselves and each other to grow and improve - We want to be ‘pleased but never satisfied’ - there’s always room to grow and another mountain to climb. 
• Commitment to your career - Are you looking for a ‘tour of duty’ or ‘long term’ b/c BOTH are great! We’re committed to helping you grow your career, even if that means we help you eventually get to another stop along the way.  

Key Responsibilities

• Lead meetings with customers, including but not limited to ad-hoc calls to schedule trainings, one-to-many training sessions, and follow-ups
• Clearly communicate the onboarding process and manage expectations before, during, and after contact for new clients
• Understand each customer’s goals and objectives, reasons for choosing GlassHouse, expected ROI, and be able to tailor onboarding accordingly
• Communicate professionally and maintain engagement with customers in your portfolio about scheduled calls, questions, product guides, etc.
• Monitor customer progress and provide a proactive check-in when needed
• Identify any roadblocks in the onboarding process and escalate accordingly
• Document the customer’s journey completely according to our process
• Work cross-functionally to deliver product feedback, feature requests, and bugs.
• Actively participate in company and departmental meetings, as assigned
• Remote Work with Hybrid Opportunity - We are a remote team with a hybrid office structure for Nashville area team members. 
• As an early-stage company, roles may change and expand over time. You will have an opportunity to participate in lots of new initiatives and projects. 
• Attend and engage during 1-2 annual team meetings in Nashville, TN. These are generally 2-3 days, including travel. 

About You:

• Must have:
• • Mission and value alignment 
  • 1-3 years of experience in Customer Success, Onboarding, Account Management or related customer-facing roles, specifically with training experience
  • Strong communication skills - both verbal and written
  • Comfortable working in a cameras-on organization and leading virtual meetings, training sessions, etc.
  • Detail-oriented and highly organized
  • You’re very computer-competent and can handle software tools b/c you’ve used them before (maybe not our specific stack, but you’re not afraid of technology)
  • Ability to travel to company off-site meetings 1-2 times per year. These are usually 3 days in Nashville, TN. 
  • We require individuals to live in Mountain, Central, or Eastern time zones.
• Nice to have:
• • Home service, real estate, and/or outbound sales background - This helps with understanding our customers
  • Familiar with our tech stack (Hubspot, Google Suite, Slack, Zoom) and other relevant CS and customer support products. 
  • Familiar with home service software like CRMs, FSMs or other sales platforms
  • Early-stage start-up experience