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Delivery Intelligence Platform
The Role
As an Onboarding Specialist, you will manage the onboarding experience for SMB customers, ensuring they understand the product and achieve value quickly.
Summary Generated by Built In
Loop AI is seeking a highly motivated Onboarding Specialist to help onboard and activate SMB customers as part of our Customer Success organization. This person will be critical in ensuring new customers get live quickly, understand the product, and reach value early through a consistent, repeatable onboarding experience.
You’ll help execute and continuously improve the SMB onboarding motion at Loop. Reporting to the Director of Customer Success, you will be part of Loop AI’s foundational CS team. You will own the onboarding experience for a high volume of SMB customers and play an important role in shaping scalable onboarding processes as the business grows. You will help ensure customers are set up correctly, educated on core workflows, and handed off smoothly to Customer Success or scaled support for ongoing success.
What you’ll do:
- Join a high-performing, fast-growing Customer Success team in builder mode.
- Own SMB customer onboardings from kickoff through go-live, following defined onboarding paths and timelines.
- Guide customers through product setup, basic configuration, and core workflows to ensure early adoption.
- Manage multiple onboardings concurrently while maintaining a high-quality, responsive customer experience.
- Partner with Sales to ensure clean handoffs and clear understanding of customer goals and use cases.
- Identify onboarding risks early and proactively communicate next steps to customers and internal teams.
- Contribute to onboarding documentation, templates, and enablement materials to improve consistency and speed-to-value.
- Support smooth handoffs from onboarding to Customer Success or scaled support motions.
What we’re looking for:
- One to three plus years of experience in Onboarding, Customer Success, Implementation, Support, or another customer-facing role at a SaaS or technology-enabled company, or prior entrepreneurial or early-operator experience in a fast-moving environment.
- Demonstrated ability to take ownership, identify gaps, and move work forward without waiting for detailed direction, with comfort taking initiative and accountability in environments where structure is still being built.
- Strong organizational and time-management skills, with the ability to manage a high volume of customers simultaneously.
- Clear, friendly communicator who can explain product concepts in a simple, approachable way.
- Highly detail-oriented with a strong sense of ownership and follow-through.
- Comfort operating in fast-paced environments with evolving processes.
- Customer-first mindset with a bias toward action and execution.
- Background in hospitality, service, or high-volume customer environments is a plus.
Top Skills
SaaS
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The Company
What We Do
Loop is a fully automated delivery intelligence platform for modern food brands that helps restaurants become more profitable. We address issues by automating back-office operations, providing financial transparency, and streamlining reconciliation processes. As delivery channels grow, they now account for over 25% of restaurant revenue, yet high commission fees (20-35%) and order inaccuracies (3-4% of sales) pose significant challenges to profitability. Loop has raised $6M (~ 50cr) in venture capital from Base10 Partners, Afore Capital and many more. Visit our website to know more!
