Customer Onboarding Specialist (Member Concierge)

Minoan•,

12d•$25 - $30

About The Position

As our Customer Onboarding Specialist (Member Concierge), you’ll be the first person most members meet at Minoan. Hundreds of hospitality professionals join every week: hosts furnishing their first rental, property managers refreshing a portfolio, designers sourcing for clients. Some are brand new, while others signed up a while back and haven’t had a chance to dig in. You meet them where they are. You’ll uncover what each member is trying to do and help them get there – answering questions, offering friendly guidance, pointing them to the right resource. You start with “what do you need?”, not a pitch.

Requirements

Warm, articulate, and confident on calls – you enjoy talking to people you’ve just met.
A helper’s instinct – patient with first-time users, energized by getting someone unstuck.
Sharp judgment – you recognize when a member needs more than onboarding and bring in the right person.
Fluent in English.
Experience with — or comfort picking up — tools like Google Workspace, Calendly, Loom, a CRM, and call recording software.

Nice To Haves

Experience in hospitality, customer success, onboarding, or community roles.
Host or property manager yourself – or you’ve furnished a rental and know what that’s like.
You’ve used Minoan.

Responsibilities

Lead 1:1 onboarding calls and conduct personalized platform demos tailored to each member’s needs.
Reach out proactively to members who haven’t taken their first steps – a friendly text, call, or email to help them get started.
Come to every conversation prepared, with a feel for who the member is and what they’re working on.
Follow up after each conversation with helpful resources and next steps.
Recognize larger opportunities and connect members with an Account Manager.