About this role
The Onboarding Specialist manages a portfolio of active onboarding and transfer cases, owning account setup for new and existing customers after a sale is closed and proactively moving each case toward completion. The role is roughly half detail-oriented data entry across internal systems and half direct customer communication, and manages KYC initiation, account and billing creation, contract execution, new store and billing terms setup, and ongoing billing terms accuracy through renewals and periodic audits. As a first hire into this function, the role will also help clarify and refine the onboarding process itself as it takes on this work.
Key Responsibilities
Customer Onboarding & Transfers
Manage a portfolio of active onboarding and transfer cases, proactively moving each toward completion rather than waiting on inbound requests.
- Initiate customer onboarding through third-party vendor platforms for new accounts and operator transfers.
- Coordinate directly with third-party technology vendors involved in onboarding a customer's account.
- Create new customer records in NetSuite.
- Enter and update customer banking information in NetSuite, handling all sensitive financial data with discretion and confidentiality.
- Send required contracts and documents via DocuSign and track completion.
- Create client records in internal systems.
- Set up all new stores and configure billing terms for each store.
- Review documentation submitted by customers and internal teams for completeness and accuracy, flagging gaps before handing the account to the CSM team for training.
Escalate onboarding delays, blockers, or compliance concerns to the Head of Customer Success and Sales as needed.
Billing Management
- Update billing terms during customer renewals.
- Conduct periodic bill terms audits, checking account inactivity status, store fee accuracy, and kiosk counts.
- Own billing research requests escalated from App Support when a customer questions billing or invoices.
Tools & Systems
- NetSuite – customer account and banking record creation
- DocuSign – contract execution and tracking
- HubSpot – CRM
- Microsoft Office Suite (Excel, Outlook, Word) – daily use
Qualifications
- 1-3 years of experience in onboarding, account setup, billing operations, or a related customer-facing operations role.
- Strong attention to detail, particularly with account data entry, banking information, and billing terms.
- Comfortable working across financial and account systems such as NetSuite and DocuSign, and proficient in standard Microsoft Office applications (Excel, Outlook, Word).
- Excellent organizational skills with the ability to track multiple accounts through a multi-step process simultaneously, with caseload that will vary.
- Comfortable splitting time between detail-heavy data entry and direct, live customer communication; this role is roughly half of each.
- Clear, professional written and verbal communication skills for working directly with customers and internal teams.
- Ability to handle sensitive financial and banking information with discretion and confidentiality.
- Comfortable working with minimal supervision and exercising independent judgment as the first hire into this function.
- Willingness to learn compliance-related onboarding procedures.
- Experience in vending, micro market, or a related payments/hardware industry is a plus.