Onboarding Specialist

Onboarding Specialist

Salary: $60,000 - $65,000 + Benefits & Vacation Department: Onboarding Reports To: Onboarding Team Lead Location: Remote (Canada) Role Type: Permanent, Full-Time

At WellnessLiving, we empower health and wellness business owners to turn their passion into thriving businesses. Our mission-critical software supports thousands of entrepreneurs and millions of clients worldwide on their wellness journeys. We're a customer-first company that values excellence, accountability, and adaptability, and we're looking for people who thrive in a fast-paced environment and want to make a meaningful impact in the wellness industry.

Our culture is guided by four core values that shape how we work and grow together:

Customer First – We approach every challenge with a deep commitment to our customers' success and happiness.

Excellence – We hold ourselves to a high standard and strive for exceptional execution in everything we do.

Accountability – We take ownership of our decisions, actions, and results.

Adaptability – We embrace change, stay flexible, and continuously evolve in a dynamic world.

If these values resonate with you and you meet the qualifications for this role, we'd love to hear from you!

About the Role:

As an Onboarding Specialist, you'll play a key role in helping new customers successfully transition to WellnessLiving and feel confident using the platform from day one. You'll manage multiple customer onboarding projects at once, guiding clients through implementation, training, and launch while keeping timelines, expectations, and communication on track.

This role is a great fit for someone who enjoys combining customer relationship-building with project management, problem-solving, and technology. You'll work closely with customers and internal teams to remove roadblocks, create a smooth onboarding experience, and set each customer up for long-term success with WellnessLiving.

Responsibilities:

• Own and manage a portfolio of customer onboarding projects from kickoff through successful launch, ensuring timelines, milestones, and expectations remain on track.
• Lead onboarding and discovery conversations to understand each customer's business needs, goals, workflows, and implementation requirements.
• Deliver personalized virtual product training that enables customers to confidently use WellnessLiving in their day-to-day operations.
• Maintain proactive communication throughout the onboarding process, providing customers with clear progress updates, next steps, and guidance.
• Identify onboarding risks, delays, or challenges early and take ownership of coordinating solutions or escalating issues when needed.
• Coordinate customer data migration, system setup, and implementation requirements in partnership with internal teams.
• Manage onboarding-related questions, support tickets, and customer issues with urgency and a solutions-focused approach.
• Maintain accurate records of customer progress, implementation details, and key onboarding activities within internal systems.
• Collaborate with Customer Success, Support, Sales, Product, and other teams to resolve challenges and continuously improve the onboarding experience.
• Uphold a high level of professionalism and embody the core values of WellnessLiving, ensuring a positive and impactful experience for all customers.

Skills & Qualifications:

• 2–3+ years of experience in customer onboarding, implementation, customer success, account management, or a similar customer-facing role, preferably within a SaaS environment.
• Strong customer communication and relationship-building skills, with the ability to listen empathetically, establish trust, manage expectations, and guide customers confidently through change.
• Excellent organization and project-management skills, with the ability to manage multiple customer implementations, timelines, and competing priorities at once.
• Strong written and verbal communication skills, including experience delivering virtual product training, presentations, or customer walkthroughs.
• Comfortable learning new software and explaining technical concepts, workflows, and processes to customers with varying levels of technical experience.
• Experience working with CRM, ticketing, project-management platforms (e.g. Zoho, Salesforce), and Microsoft 365 (intermediate Excel skills)
• Experience with software implementations, system configuration, or customer data migrations is considered a strong asset.

Why Work With Us?

• Join a passionate, fast-growing team focused on making a meaningful impact in the Fitness & Wellness industry.
• Enjoy a competitive compensation package, including vacation and benefits.
• Benefit from a flexible hybrid work environment with opportunities for professional growth and development.
• Be part of a collaborative culture that values creativity, innovation, and continuous learning.

Please note that only those selected for an interview will be contacted. We appreciate you taking the time and look forward to reviewing your application!

WellnessLiving is an equal opportunity employer. Employment decisions are based on qualifications, experience, and business needs. We prohibit discrimination and harassment of any kind and consider all qualified applicants without regard to race, color, religion, creed, gender, gender identity or expression, sexual orientation, national origin, disability, age, genetic information, veteran status, marital or family status, or any other status protected by applicable law.

We utilize AI to generate summaries of interview notes as part of our candidate evaluation process. This helps ensure a fair and consistent review while maintaining a human-centered hiring approach.