Feature Activation Specialist

Phorest•Montreal, QC

3h•Remote

About The Position

Phorest powers over 11,000 hair, beauty, and medi-spa businesses using our software across the globe. Our ambition is bold: to capture 25% of the global market — one million salons and medi-spas, and a billion-dollar company. As we continue to grow, we’re looking to add a new member to our team. You’ll join a group of highly motivated individuals working together to help scale Phorest even faster. As a Feature Activation Specialist at Phorest, you’ll play a pivotal role within our North American Onboarding team, helping salons get set up for success from day one. Acting as a key bridge between technical setup and customer experience, you’ll guide new clients through critical onboarding milestones — from account provisioning and payment setup to salon-branded app launches and feature activation. You’ll be the first point of contact for many new customers, creating a seamless and high-touch onboarding experience while ensuring every salon is fully configured and ready to thrive on Phorest. This is a fast-paced, highly collaborative role where no two days are the same. You’ll manage multiple workstreams simultaneously, partner cross-functionally with internal teams, and work directly with salon owners to drive engagement, confidence, and platform adoption.

Requirements

Highly organized and comfortable managing multiple priorities in a fast-moving environment
Customer-focused with strong communication and problem-solving skills
Proactive, responsive, and confident navigating technical and operational conversations
Curious and detail-oriented, with the ability to ask thoughtful questions and uncover customer needs
Empathetic, resilient, and calm under pressure
Someone who takes ownership, builds strong relationships, and is motivated by helping customers succeed
Excited by the intersection of technology, customer experience, and operational excellence

Responsibilities

Serve as the first point of contact for newly signed salons, launching the onboarding journey with a welcoming and proactive experience
Review setup forms and business information to ensure accounts are fully prepared for implementation
Create and configure Phorest accounts, troubleshoot access issues, and verify system readiness
Coordinate onboarding intro calls promptly to maintain momentum and engagement
Monitor onboarding progress and proactively re-engage unresponsive accounts to prevent delays
Coordinate the ordering and delivery of Phorest Pay terminals ahead of go-live dates
Configure payment processing settings and support clients with account setup
Assist salons with terminal activation and adoption, providing troubleshooting and guidance where needed
Manage the end-to-end salon-branded app setup process
Act as the primary liaison between salons and internal technical teams
Guide customers through branding asset submission and app launch preparation
Support salons during launch to drive engagement and feature adoption
Configure and activate key platform features including Ads Manager, Premium Consultation, and Staff Performance tools
Process technical administrative requests such as Change of Ownership and bandwidth verification forms
Support high-tier onboarding setups to ensure data accuracy and a smooth client experience