Customer Onboarding Specialist

Remitly

3d • Remote

About The Position

The Customer Onboarding Specialist plays a critical role in ensuring a seamless, efficient, and engaging introduction to LexisNexis solutions. This role combines strong client relationship skills with an ability to leverage digital tools, automation, and generative AI to enhance the onboarding experience. You will design and execute onboarding workflows, support customers through digital journeys, and contribute directly to innovation initiatives that elevate the customer experience. Onboarding Specialists draw upon training, experience, and technology to fulfill responsibilities while continuously identifying opportunities for process optimization.

Requirements

• Be fluent English proficiency.
• Have a bachelor’s degree or equivalent work experience.
• Have great communication skills and a professional, customer-centric disposition.
• Be detail orientation with the ability to follow structured processes and contribute to continuous improvement.
• Have self-motivation and strong time-management skills.
• Be proficient with Microsoft Office tools; exposure to workflow automation and digital onboarding tools is highly desirable.
• Have experience with CRM systems; familiarity with automation platforms (e.g., Salesforce automation) is a plus.
• Have interest or experience in applying generative AI tools for content creation, analysis, or customer engagement.
• Have impressive problem-solving ability and commitment to resolving customer issues efficiently.
• Have the ability to earn customer trust and foster positive relationships.
• Be willing to work effectively in a complex matrixed environment.

Responsibilities

• Delivering superior client service and ensure each customer interaction reinforces confidence in LexisNexis.
• Managing and coordinate onboarding activities as the customer’s primary point of contact, guiding them through both live and digital touchpoints.
• Utilizing automation tools, workflow platforms, and AI-assisted onboarding processes to streamline customer setup and reduce time-to-value.
• Diagnosing and resolve issues using department tools, resources, and business judgment, escalating unresolved matters when appropriate.
• Monitoring and optimizing digital onboarding journeys, identifying friction points and recommending improvements.
• Creating onboarding documentation, digital guides, and AI-enhanced self-service training materials that support scalable customer success.
• Using generative AI solutions to accelerate content creation, analyze customer inquiries, and enhance knowledge resources.
• Leveraging onboarding analytics and dashboards to track progress, measure customer engagement, and propose enhancements.
• Collaborating with cross-functional teams to evolve onboarding workflows, automation capabilities, and customer experience technologies.
• Serving as a role model demonstrating continuous improvement, professionalism, and alignment with company objectives.
• Promoting excellence through high productivity, accuracy, and quality-focused decision-making.
• Working effectively as part of a team, fostering collaboration and proactively supporting team initiatives.

Benefits

• Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.
• We promote a healthy work/life balance across the organization.
• With numerous wellbeing initiatives, shared parental leave, we will help you meet your immediate responsibilities and your long-term goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level