Onboarding Specialist

About the Role

Cents is looking for an Onboarding Representative to help new operators go live on Cents as quickly, efficiently, and confidently as possible. Your top priority is getting operators up and running on Cents POS so they can start placing orders and taking payments right away. From there, you'll help them see the value in all Cents products so they get started on each one as soon as possible. You'll be the main point of contact for operators as they get started, training owners and their teams on how to use all Cents products, from day-to-day operations to editing their websites and setting up their own configurations. As we launch new products, you'll learn them and teach them too.

This is a customer-facing role for someone who loves helping people. You'll run training sessions over Zoom, answer questions, solve problems as they come up, and make sure every operator feels confident running their business on Cents. Once an operator is fully up and running, you'll hand them off to their Customer Success Manager. The ideal candidate is a tech-savvy self-starter with a positive attitude, a high bar for customer service, and the patience to explain things clearly to people with any level of technical experience.

This position is open to remote candidates, but core hours must overlap 9am–5pm ET, Monday through Friday. For applicants in New York - we're a hybrid team that works together in our NYC office three days a week. Our in-office anchor days are Monday, Wednesday, and Thursday, when you'll find the broader team collaborating, meeting, and connecting in person. Tuesdays and Fridays are remote, giving you dedicated time for focused work while still maintaining the flexibility of a hybrid schedule.

Key Responsibilties

Get new operators live on Cents POS as quickly as possible so they can start placing orders and transacting right away

Train operators and their teams on how to use all Cents products, and show them the value of each one so they get started as soon as possible

Teach operators how to edit their websites and set up their own configurations across Cents products, including new products as they launch

Lead live training sessions over Zoom

Serve as the main point of contact for customers during onboarding, keeping them informed of status, timelines, and next steps

Monitor progress and address roadblocks for operators completing self-service onboarding

Work with the Implementation team to make sure each account is configured correctly before training begins

Manage the handoff to each customer's Customer Success Manager once they are live

Provide incredible customer service during every interaction with clients

Share customer feedback with the Product team and represent the voice of our customers

Ad hoc responsibilities as needed

Requirements

B.A, B.S. or equivalent degree

At least 6 months to 1 year of customer service, customer success, or inside sales experience

Experience in SaaS and CRM platforms is preferred, but not required

Tech-savviness with an ability to conduct presentations virtually using Zoom and troubleshoot any complications that arise as a result

Organizational skills, detail, and task-oriented

Excellent written and verbal communication skills

Self starter & Team player mindset

Ability to work effectively in a fast paced environment

Nice to Haves

Experience training or onboarding customers on software, either virtually or in person

Comfort explaining technical products to customers with any level of tech experience

Familiarity with the laundry, dry cleaning, or small business services industry

Cents is a New York-based technology company building the leading platform for the $40+ billion laundry and dry cleaning industry, helping laundromats, dry cleaners, and garment care businesses start, manage, and grow. We're backed by top-tier investors including Bessemer, Camber Creek, and Sumeru Equity Partners, and we were just ranked No. 101 on the Inc 5000 for 2026. Our team is full of passionate technology experts obsessed with supporting and empowering small business owners, and we're just getting started. If you want to help elevate an entire industry, this is where that happens.

We offer great compensation packages, and comprehensive health benefits, & believe in a strong cohesive team atmosphere. Our laundry stipend, gym stipend and access to learning opportunities from our team and network of advisors, and investors are just the starting point! 

• Equity Options 
• Unlimited PTO and 12 Paid Holidays
• Gym, Laundry and Work-from-home/Commuter stipend
• Parental leave – Up to 14 weeks fully paid for new parents
• Health benefits, including medical, dental, vision, mental health support, parental leave, life and AD&D insurance, and disability
• 401(k)

Cents is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, medical condition, genetic information, marital or familial status, pregnancy or pregnancy-related conditions, military or veteran status, citizenship or immigration status, arrest or conviction record, domestic violence victim status, or any other characteristic protected by applicable federal, state, or local law.