Onboarding Specialist

Playlist

2d•$41,475 - $55,300

About The Position

At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. Playlist is building a platform for intentional living that connects people with experiences in fitness, wellness, and beyond. Its brands include Mindbody and ClassPass. The Onboarding Specialist guides new Kite customers through their software journey, from configuration and training to launch. The role helps customers feel confident and prepared for success by providing onboarding, product guidance, troubleshooting support, and continued training. The position may require travel up to 25% to onboard main clients in person and support go-live. The U.S. base salary range is $41,475 to $55,300. Total compensation may also include a performance bonus, benefits, and/or other applicable incentive compensation plans. Actual compensation depends on factors such as skills, experience, certifications, and work location.

Requirements

At least 2 years of customer service experience in a client-facing role.
Time management skills and the ability to prioritize and organize workload.
Experience training, teaching, or presenting information to individuals or groups.
Comfort leading virtual meetings and building rapport on camera.
Clear communication across email, chat, and video platforms such as Zoom or Google Meet.
Ability to listen actively, ask thoughtful questions, and solve problems clearly and creatively.
Familiarity with database and internet-based software.
Knowledge of current industry practices and technology trends that affect customer success.

Nice To Haves

Experience in the boutique fitness studio industry.

Responsibilities

Lead virtual kickoff and training sessions, gather customer requirements, and configure each customer's site to support their business goals.
Identify opportunities to recommend additional Kite services and products that provide value to customers.
Partner with Engineering and Product teams to troubleshoot software challenges and resolve issues.
Build customer trust by sharing knowledge of Kite products, services, and processes.
Follow up proactively to keep customers engaged, answer questions, and support their progress.
Schedule ongoing training to reinforce learning and drive adoption.
Stay current on Kite software, industry trends, and best practices.
Travel up to 25% to onboard main clients in person and support go-live.