Onboarding Specialist (H/F)

Onboarding Specialist

In the context of strengthening the Onboarding & Care team, we are creating the position of Onboarding Specialist to ensure a flawless customer experience from the first steps on our solution.

You will work directly in support of Lorraine, our Lead Care & Onboarding, within a team of three onboarders, and in close collaboration with the Sales, Account Management, Installations, Care, and Product teams.

Your role: accompany new clients from their arrival to enable them to start in the best conditions on our cash register solution.

Concretely, you will manage their card, provide training on our tools, and follow up on their first steps with our solutions.

The objective: offer a smooth, reassuring, and effective onboarding experience, to turn every opening into a client success from day one.

Your Mission and Impact

You will contribute concretely to the satisfaction and retention of Zelty restaurateurs through four main areas:

Creation and customization of the card

• Listen to their needs and analyze the specifics of their activity (type of cuisine, services, options, menus) to parameterize a personalized card that looks like them.
• Frame the onboarding project and imagine a tailored support plan.
• Import and structure the card in the Zelty Back Office, validate it with the client, and make the necessary adjustments.
• Prepare a reliable work environment, ready for the big day, with a quick and neat setup.

You will become autonomous on the personalization and validation of at least 30 cards in 6 months, with a real attention to detail.

Training and client support

• Prepare and conduct remote training sessions on the back office (BO), individually or in small groups.
• Adapt to each profile and pace: from the digital newcomer to the seasoned multi-site brand.
• Provide post-training follow-up to answer questions, remove obstacles, and maximize tool adoption.

Client relationship management and continuous improvement

• Accompany each client from project launch to full autonomy, creating a true relationship of trust from the first exchanges.
• Embody a unique, warm, and responsive contact point across all channels (phone, video, written), with a systematic first response within 24 to 48 hours.
• Anticipate the needs of restaurateurs and propose tailored solutions.
• Address any complaints with quick and effective solutions, in less than 48 hours.
• Perform quality checks on reference clients to ensure optimal satisfaction.

You will develop a true B2B client relationship expertise and a keen sense of client satisfaction.

Process improvement and internal collaboration

• Leverage each onboarding to grow the expertise of the entire team (weekly rituals, sharing of client cases).
• Identify and report areas for improvement on the client experience and our tools, through Product tickets and Care/Ops points.
• Document field needs in Notion and share your insights with other teams (Care, Ops, Sales, Product).
• Contribute to our educational content (Notion guides, video tutorials, Intercom FAQ) to make our clients more autonomous.

You will gain competence in tracking KPIs and structuring onboarding processes.

Profile We Are Looking For

Hard Skills

• At least 2 years of experience in client training, animation, or B2B client relations, with direct client contact.

• Pedagogy : you can explain simple technical subjects and inspire their practical application.

• Excellent oral and written communication : you are comfortable on the phone, via video, and in writing, with a true sense of contact.

• Ability to create and configure product cards according to the needs of restaurateurs.

• Good knowledge of digital tools and management systems (Back Office, SaaS platforms, CRM).

• Good proficiency in Excel / Google Sheets , to easily handle some data.

• Mastery of collaborative tools : Slack, Notion, Google Workspace.

• Knowledge of the restaurant sector or food-tech: a real plus to speak the same language as our clients.

Soft Skills (Very Important to Us)

We are looking for a profile:

• Kind and empathetic you put the human aspect at the heart of every exchange.

• Methodical and organized you keep track of several files in parallel.

• Curious you like to learn, delve, and understand how things work.

• Independent you take initiatives and lead your topics from start to finish.

• Trustworthy you can be counted on, and our clients can too.

• Proactive you propose, test, and make things move.

• Adaptable and diplomatic each client is different, and you know how to meet their expectations with tact.

Are you looking for a role where you can combine pedagogy, client relations, and concrete impact on the daily lives of restaurateurs?

If you recognize yourself in this profile and you have the desire to transmit, structure, and grow your clients, this position is for you.

At Zelty, we value the diversity of backgrounds and experiences. No profile corresponds perfectly to a job description: if you recognize yourself in the spirit of the role and in our values, even if you dont tick all the boxes, dont hesitate to apply.

Practical Information

Duration: Full-time permanent contract.

Annual gross salary : Fixed between 30 to 32k + variable of 2k

Remote work : 10 days of remote work per month

Benefits:

• Performance bonus
• Restaurant vouchers (60% covered by Zelty), 50% covered transport card, 60% covered mutual insurance (Benefiz), company savings plan.
• Others: sports subscription, CSE benefits via Leeto, IT equipment

Recruitment Process

On the menu (yum ):

1? A first exchange with a member of the HR team (30 min, via video)

2? Job-specific interview with Lorraine, Lead Care & Onboarding (45 min, in person)

3? Interview with Laure, Head of CX (30-45 min, via video)

4? Welcome

At each stage, we commit to giving you a clear and quick feedback.

See you soon

Additional Information

• Type of contract:
• Location:
• Education level:
• Experience:
• Salary:

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