Onboarding Specialist

Job Description

Department: Customer Success

Employment Type: Full-Time

Location: Remote

Spark Memberships is looking for an Onboarding Specialist to help new members and trial users get off to a great start.

In this role, you'll be a key part of the member experience—welcoming new users, helping them get set up, showing them how to get value from the platform, and making sure they have the support they need throughout the onboarding process.

You'll also play an important role in helping trial users become engaged, confident members and ultimately convert to paid memberships.

This is a hands-on role in a growing company. We're looking for someone who doesn't just guide members through the onboarding process, but looks for ways to make that experience better, increase engagement, and help turn trials into long-term members. The right person is proactive, curious, comfortable with change, and motivated to take ownership and make a meaningful impact.

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• Welcome new trial users and members and serve as a friendly point of contact during onboarding.
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• Guide users through account setup, profile completion, and key platform features.
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• Help members understand the value and benefits of their Spark Membership.
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• Conduct welcome calls, emails, and/or virtual walkthroughs as appropriate.
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• Stay engaged with trial users throughout their trial and help remove barriers to becoming a paid member.
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• Follow up with users who need additional support or show signs of disengagement.
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• Track onboarding activity, engagement, and conversion progress in the CRM or membership system.
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• Identify common questions or challenges and help improve the onboarding experience.
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• Gather member feedback and share insights with the broader team.
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• Work closely with Sales, Support, Product, and Customer Success to create a smooth member journey.
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• Help create and improve onboarding resources such as guides, FAQs, videos, and email communications.
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Success in this role may include:

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• Trial-to-paid conversion
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• Onboarding completion
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• Member engagement and activation
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• Member satisfaction
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• Early member retention
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• Consistent follow-up and accurate CRM records
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• 1–3 years of experience in customer success, onboarding, account management, sales support, or another customer-facing role.
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• Excellent verbal and written communication skills.
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• Strong organization and follow-through.
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• Ability to manage multiple members and priorities at the same time.
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• Experience using a CRM, membership platform, or similar software.
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• A patient, friendly, and solutions-oriented approach.
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• Comfortable having conversations about customer needs, membership value, and next steps.
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• Ability to work independently while collaborating effectively with a team.
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• High school diploma or equivalent required.
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• Experience in membership, fitness, wellness, SaaS, subscription, or another recurring-revenue business.
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• Experience with trial-to-paid conversion, retention, or customer engagement.
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• Familiarity with onboarding automation, email sequences, or customer engagement tools.
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• Bachelor's degree in Business, Communications, Hospitality, Marketing, or a related field.
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• Bilingual communication skills.
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