Onboarding Specialist (Remote - Mexico)

Why Housecall Pro ? Help us build solutions that build better lives. At Housecall Pro, we show up to work every day to make a difference for real people: the home service professionals that support America’s 100 million homes. We’re all about the Pro, and dedicate our days to helping them streamline operations, scale their businesses, and—ultimately—save time so they can be with their families and live well. While our headquarters are based in Denver, Colorado, our team spans the globe, with teammates across Brazil, Poland, the Philippines, Mexico, and beyond. We care deeply about our customers and foster a culture where our company, people and Pros grow and succeed together—no matter where they’re based. Leadership is as focused on growing team members’ careers as they expect their teams to be on creating solutions for Pros. We also offer: • Paid holidays and flexible, take-it-as-you-need-it scheduled time off • A culture built on innovation that values big ideas, no matter where they come from Role Overview: As a Specialist, Onboarding, you are a professional who thrives in ensuring a seamless and positive onboarding experience for our service professionals (our Pros) to our platform. You are responsible for coordinating and facilitating customer onboarding, while providing exceptional customer service and answering Pros' questions and concerns. As the dedicated and primary point of contact during the most critical window post-enrollment, you take ownership of the Pro experience, guiding them through early adoption, building confidence, and ensuring they realize value quickly. You bring a proactive approach to addressing challenges, empathy, and problem-solving skills to help better our team and improve the lives of our Pros. You operate with an ownership mindset, acting as a continuation of the sales experience by reinforcing the value of HCP and ensuring Pros feel confident they made the right decision. Our team is passionate, empathetic, hard working, and above all else focused on improving the lives of our Pros. Our success is their success. What You Do Each Day: • Own relationship during initial onboarding phase for new Pros including account activation and transition, adoption and product utilization, relationship building, and delivery of product and service value • Serve as the primary and dedicated resource for Pros during their early lifecycle, ensuring a smooth transition from sales through onboarding • Reinforce and “resell” the value of HCP, helping Pros build confidence in their decision and driving early product adoption • Effectively communicate client information, trends, and feedback across teams (i.e. Sales, Marketing, Engineering, and Tech Support) • Partner cross-functionally to support Pro success, especially collaborating with Account Managers to mitigate risk, drive retention, and ensure long-term growth • Develop, prepare, and nurture our Pros for advocacy, using a consultative and empathetic approach • Identify opportunities for expansion, recommend areas for improvement, and proactively look for ways to better our Pros experience • Manage details, timelines, and action to drive efficiency • Improve our Pros opportunities by leveraging qualitative and quantitative analysis • Develop processes that distinguish our brand by exceeding customer expectations in support delivery • Eloquently troubleshoot technical issues, have deep product knowledge, and think outside the box for solutions Qualifications: • 1-3+ years experience in full-time customer success, implementation or sales • Bachelor's degree or equivalent experience in a related field • Proven success in developing relationships with new customers and exceeding success metrics • Ability to work the scheduled shifts: Monday