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 seamless and successful onboarding experience, helping clients get set up for long-term success. You will provide personalized training, troubleshoot issues, and work closely with multiple teams to enhance and scale the onboarding process through both hands-on support and automation efforts.

Key Responsibilities

- Serve as the main liaison for new restaurant partners from contract signing through full 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 with Sales, Support, Product, and Software teams to deliver a smooth customer experience.
- Monitor onboarding milestones and proactively follow up to ensure clients meet their go-live schedules.
- Educate customers on best practices and platform features to drive adoption and satisfaction.
- Identify risks, gaps, or delays in onboarding and implement proactive solutions.
- Provide structured feedback to improve onboarding tools, documentation, and overall customer experience.

Automation & Process Optimization:
- Identify repetitive tasks and bottlenecks within the onboarding workflow.
- Partner with product and software teams to develop automation tools that reduce manual steps.
- Assist in designing and testing onboarding templates, dynamic setup flows, and data collection tools to enhance speed and accuracy.
- Support the launch of self-serve onboarding options or guided setups for smaller accounts.
- Analyze onboarding data to spot trends and recommend automation strategies for scalability.
- Participate in automation pilots and report on their effectiveness.

- Take ownership of complex onboarding projects, including multilocation and enterprise accounts.
- Mentor junior onboarding associates by providing guidance and support.
- Lead initiatives to improve onboarding playbooks, SOPs, and operational frameworks.
- Act as a key contributor in onboarding strategy meetings, shaping future processes 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 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, syncing data between systems, or managing onboarding task sequences.
- Strong understanding of cloud-based software platforms and ability to guide users through setup and best practices.

Preferred Qualifications and Benefits

- Basic knowledge of APIs or data mapping is a plus.
- Experience with data imports, troubleshooting, or software configuration is highly desirable.

Why Join AIO?

AIO is on a mission to transform the US restaurant industry by delivering a comprehensive, fully integrated platform that empowers restaurant owners to efficiently manage every aspect of their business. Our solution addresses the unique challenges restaurants face today, combining patented AI technology with exceptional customer support to help increase revenue, reduce costs, and improve profit margins.

Our All-In-One super app covers everything from front-of-house operations like ordering, payments, marketing, and rewards to back-of-house management including inventory, staffing, and financials. As part of a Silicon Valley-funded stealth startup, you will contribute to our goal of becoming a major player in the $55 billion restaurant tech SaaS market, helping restaurants focus on delivering outstanding dining experiences without the burden of managing complex systems.