Senior Onboarding Associate

As a Senior Onboarding Associate, you will serve as the primary point of contact for new restaurant clients following their signup on 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 set up clients for long-term success by optimizing the onboarding process through hands-on support and automation initiatives.

Key Responsibilities

- Act as the main liaison for new restaurant partners from contract signing through platform implementation.
- Conduct onboarding calls and deliver customized training 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 ensure a seamless customer experience.
- Monitor onboarding milestones and proactively follow up to keep clients on track 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 customer experience.

Automation & Process Optimization

- Identify repetitive tasks, bottlenecks, and inefficiencies within 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 to improve speed and accuracy.
- Support the rollout of self-serve onboarding options or guided setup features for smaller accounts.
- Analyze onboarding data continuously to identify trends and propose automation strategies that improve scalability.
- Participate in automation pilots and report on their effectiveness to drive continuous improvement.
- Manage high-priority or complex onboarding projects, including multi-location and enterprise accounts.
- Mentor junior onboarding associates by providing guidance and support to resolve 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 may be considered.
- 1-2 years of experience in onboarding, customer success, implementation, or support, preferably in a SaaS or tech-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 (e.g., Salesforce, Aircall, Asana).
- Ability to analyze and streamline onboarding processes using automation tools, templates, and conditional logic.
- Comfortable setting up automated communications, data syncing between systems, or onboarding task sequences.
- Strong understanding of cloud-based software platforms and 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, basic troubleshooting, or software configuration is a bonus.

Joining AIO means becoming part of a mission-driven team focused on revolutionizing the U.S. restaurant industry. Our all-in-one platform integrates front-of-house and back-of-house operations, helping restaurant owners increase revenue, reduce costs, and improve profitability. Supported by patented AI technology and exceptional customer service, we empower restaurants to focus on delivering outstanding dining experiences without the burden of managing complex systems.

You will be part of a Silicon Valley-funded stealth mode startup targeting a significant share of the $55 billion restaurant tech SaaS market, working alongside a world-class team dedicated to innovation and growth.