About the Role
We are seeking an Onboarding Manager to join our team. You will support Postscript’s fully digital onboarding experience for SMB ecommerce merchants.
You’ll guide customers through best practices, help optimize their campaigns and automations, and resolve issues–all through clear, asynchronous communication.Your goal is to ensure every customer experiences a seamless, high-quality start with Postscript by following structured onboarding processes, driving timely completion of setup tasks, and escalating issues when needed.You’ll collaborate with internal stakeholders from creative to technical implementation.
This role will interact with multiple Postscript team members via Slack and Zoom and operate during US working hours.
Responsibilities
-
Guide customers through the Postscript onboarding journey, ensuring all required setup steps are completed accurately and on time
-
Maintain consistent communication with customers via email and Dock, ensuring they have a clear understanding of next steps
-
Configure SMS automations, campaigns, and integrations to align with best practices and customer goals
-
Facilitate compliant transfers of subscriber lists
-
Monitor onboarding progress, identify blockers, and escalate complex or technical issues to the internal onboarding team
-
Proactively inform customers about new features and functionalities during relevant interactions — offering helpful suggestions that can grow their business.
-
Maintain up-to-date product knowledge and contribute to internal documentation and process improvements.
-
Contribute feedback to improve the digital onboarding experience and internal processes
-
Collaborate with internal teams using Slack, Vitally, and Google Suite
-
Balance multiple tasks and deadlines in a fast-paced environment
Requirements
-
Experience in ecommerce, SaaS, or martech platforms (Shopify or Klaviyo familiarity is preferred).
-
5+ years in a customer-facing or operational support role
-
Excellent written English communication skills
-
Strong process-orientation and ability to manage up to 35 customer projects/deadlines simultaneously
-
Strong communication skills across teams and departments
-
Responsiveness and proactivity in async communication environments
-
Detail-oriented with strong organizational and troubleshooting skills
-
Bonus: familiarity with Dock.us, Vitally, or similar customer relationship management platforms
What Success Looks Like
-
Customers complete onboarding with all core product features enabled and a strong understanding of how to succeed independently
-
Onboarding tasks are executed accurately and consistently across accounts
-
Supports 30-40 accounts in different points of their onboarding journey on a weekly basis
-
Collaborates effectively with the Postscript team and adapts quickly to evolving priorities
-
Clear, proactive communication keeps customers informed and confident throughout the process