Senior Onboarding Associate

As a Senior Onboarding Associate, you will serve as the primary point of contact for new restaurant clients after they join our platform. Your role is to ensure a smooth and successful onboarding experience by providing personalized training, troubleshooting issues, and collaborating with multiple teams. You will help clients configure their accounts to fit their workflows and work on optimizing the onboarding process through both hands-on support and automation initiatives, setting them up for long-term success.

Key Responsibilities

- Act as the main liaison for new restaurant partners from contract signing through platform implementation.
- Conduct onboarding calls and customized training sessions tailored to each restaurant’s operational model.
- Configure account settings and assist clients in adapting the platform to their specific workflows.
- Collaborate closely with Sales, Support, Product, and Software teams to deliver a seamless customer experience.
- Track onboarding milestones and proactively follow up to ensure clients stay on schedule for go-live.
- Educate customers on platform best practices and feature usage to drive adoption and satisfaction.
- Identify risks, gaps, or delays in the onboarding process and implement proactive solutions.
- Provide structured feedback to internal teams to enhance onboarding tools, documentation, and overall experience.

Automation & Process Optimization

- Identify repetitive tasks, bottlenecks, and inefficiencies in the onboarding workflow.
- Partner with product and software teams to develop automation tools that reduce manual steps.
- Contribute to designing and testing onboarding templates, dynamic setup flows, and data collection tools.
- Support the rollout of self-serve onboarding options or guided setup features for smaller accounts.
- Analyze onboarding data to identify trends and propose automation strategies to improve speed and scalability.
- Participate in automation pilots and report on their effectiveness to drive continuous improvement.

Additional Responsibilities

- Take ownership of complex onboarding projects, including multi-location and enterprise accounts.
- Mentor junior onboarding associates by providing guidance and support in resolving challenges.
- Lead initiatives to improve onboarding playbooks, SOPs, and operational frameworks.
- Act as a key stakeholder in onboarding strategy meetings, shaping future processes, tools, and automation priorities based on frontline insights.

Required Qualifications

- Bachelor’s degree in Hospitality Management, Business Administration, Communications, Information Technology, or a related field; equivalent work experience in the restaurant or hospitality industry will also be considered.
- 1-2 years of experience in onboarding, customer success, implementation, or support, preferably within a SaaS or technology-driven environment.
- Prior experience working in or closely with the restaurant or hospitality industry (e.g., manager, server, chef, or tech support for hospitality systems).
- Familiarity with restaurant technology tools such as POS systems, online ordering platforms, inventory, or scheduling software.
- Proficiency with CRM or project management tools like Salesforce, Aircall, or Asana.
- Ability to analyze and streamline onboarding processes using automation tools, templates, and conditional logic.
- Comfortable setting up automated communications, data syncing between systems, and onboarding task sequences.
- Strong understanding of cloud-based software platforms and the ability to guide users through system setup and best practices.

Preferred Qualifications and Benefits

- Basic understanding of APIs or data mapping is a plus.
- Experience with data imports, troubleshooting, or software configuration is highly desirable.
- Join a Silicon Valley-funded stealth-mode startup focused on revolutionizing the US restaurant industry.
- Be part of a mission-driven company offering an all-in-one platform that integrates front-of-house and back-of-house restaurant operations.
- Opportunity to contribute to a fast-growing player in the $55 billion restaurant tech SaaS market.
- Work in a collaborative environment dedicated to helping restaurant owners increase revenue, reduce costs, and improve profit margins through innovative technology and exceptional support.