Product Onboarding Specialist

The Product Onboarding Specialist is a mid-level hybrid support, onboarding, and training role focused on helping customers achieve meaningful, repeatable success with Insycle. You will manage onboarding projects, lead advanced training sessions, troubleshoot more complex customer scenarios, and collaborate closely with product, sales, and customer success teams.

This role requires strong customer-facing skills, technical curiosity, and the confidence to lead customers through change. You'll serve as a trusted advisor—guiding customers through implementation, solving data challenges, and helping them unlock the full value of Insycle.

Two steps are required:

1. Submit the application using the job board.
2. Complete the Application Questionnaire.

Link to Questionnaire:

Insycle is on a mission to make working with data easy, fun, and not scary. We help teams clean, manage, and organize customer data inside CRMs like HubSpot and Salesforce. Our customers use Insycle to simplify processes that normally require heavy technical skills, enabling them to move faster, reduce errors, and get better results from their data.

We are a B2B SaaS startup where systems are evolving. If you enjoy solving puzzles and care deeply about helping people succeed, we want to meet you.

You're a Fit If You…

• Have 2-5 years of experience in B2B SaaS customer-facing role (support, onboarding, training, or similar)
• Are a strong communicator who's equally comfortable over chat, email, or Zoom
• Are naturally curious, driven, and persistent when solving customer problems.
• Enjoy troubleshooting and explaining technical challenges in simple, clear language.
• Are eager to work with data tools and CRMs like HubSpot or Salesforce, and have a willingness to learn.
• Enjoy collaborating with a small, enthusiastic team in a fast-moving remote environment.
• Are aligned with our mission: make it fun, easy, and not scary to work with data.

This Role Is Not for You If…

• You prefer only answering basic support questions or working strictly from a script.
• You need rigid structure and aren't energized by a fast-paced, evolving environment.
• You are uncomfortable with ambiguity or don't enjoy figuring things out on your own.
• You're not proactive or don't take ownership of problem-solving.

Tools We Use

• HubSpot (CRM)
• Intercom (live chat)
• Zoom (customer training, demos, onboarding)
• Slack (team collaboration)
• ChatGPT and AI-powered tools (within Intercom, HubSpot, etc.)

Customer Interaction

• Assist customers in solving basic to moderately complex use cases, bringing curiosity and patience to every interaction.
• Handle common use cases and guide customers through standard workflows, product features, and functionalities.
• Lead onboarding activities for new customers, including setup guidance, workflow walkthroughs, and early success milestones.
• Track onboarding progress and help new customers achieve time-to-value quickly and confidently.
• Deliver live trainings and demos (1:1 or group sessions), tailoring content to the customer's use case.

Team Collaboration

• Partner with sales and customer success teams to ensure smooth handoffs and consistent customer experience.
• Create and maintain helpful resources—knowledge base articles, training guides, video walkthroughs, templates.
• Become an expert in the Insycle platform and a trusted resource for customers.
• Identify trends in customer questions or challenges and provide feedback to product, documentation, and leadership.

Growth and Learning

• Take ownership of your learning—continuously improve your product knowledge, customer handling skills, and technical abilities.
• Engage in feedback loops with the team to suggest better solutions for our users.

Contribute to the Customer Service Team

• Specialists are typically provided mentorship and ongoing training from senior staff. As you gain more experience, you will begin handling more complex issues, but initially, you are supported in your learning process.
• You'll improve your onboarding, troubleshooting, customer service, and product knowledge skills, helping you grow in both your role and career.
• Think critically, suggest new approaches, identify patterns, and help build scalable solutions.
• Be an internal advocate for our customers—what they need, what's confusing, what's working, and bring ideas to the team.

Why This Role Is Exciting

You'll be part of a small, agile team where you can grow quickly, learn from more experienced teammates, and make a significant impact on our customer experience while growing your career. You'll be at the heart of customer interactions, helping to guide users through challenges, while building your technical and support skill set. Your input will help shape the future of our support processes and ensure customers are continuously getting value from the product.

• GBP 50K - 60K Annual
• 0.05% - 0.1% Equity
• Medical, dental, and vision insurance.
• PTO, sick and unplanned time off, holidays.
• Full-time, salaried position located remotely in the UK (9 am - 6 pm local time).