Customer Onboarding Specialist

Role Type: Full-time | Hybrid (1–2 days WFH per week)

Level: Mid-level

Salary: NZD $75,000 – $85,000 per annum, depending on experience

Reporting to: Customer Success and Operations Manager

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About Rico

Rico is a fast-growing New Zealand startup on a mission to make the resource consent process radically simpler, faster, and cheaper. We build software that helps planners and councils prepare and process planning applications (resource consents) more efficiently and consistently.

If you've ever built a house, developed land, or worked in local government, you'll know how painful this process can be. Billions of dollars of economic activity move through it every year, yet it remains slow, fragmented, and costly. We're fixing that.

We're a small, high-ownership team where your work has an immediate and visible impact. No red tape, no waiting six months to see results - just great people solving a real problem.

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Tasks

We're growing fast - and our sales pipeline is proving it. We're looking for an Customer Onboarding Specialist to join our small team and work closely with our Customer Success and Operations Manager, to make sure every new customer gets an exceptional experience on Rico's platform.

This isn't a role where you'll be handed a rigid playbook and told to follow it. Our onboarding process is still being shaped, and you'll play a real part in that - bringing your own ideas, spotting what's working (and what isn't), and helping us build something we're proud of as we scale.

You'll be delivering onboarding end-to-end: understanding customers current approach and workflows, running training sessions, managing customer relationships, and keeping things moving across multiple accounts at once. It's a collaborative role - you'll work closely with the Customer Success and Operations Manager - but you'll also need to be comfortable taking initiative and getting on with things independently.

If you're someone who thrives in a fast-moving environment, enjoys working with customers, and wants to genuinely contribute to how a company grows - this one's for you.

What You'll Be Doing

• Delivering customer onboardings - managing the end-to-end process of setting up new customers on Rico, from initial scoping through to go-live, under the guidance of our Customer Success and Operations Manager.
• Configuring the product for customers - no coding needed, we have an internal tool where you set up customer workflows, report templates and formatting to suit their approach.
• Running training sessions - hosting engaging, practical sessions that get users confident and up and running on our product.
• Building customer relationships - developing strong, trusted relationships with key stakeholders to drive satisfaction and long-term success.
• Managing multiple onboardings at once - juggling priorities across different customers and timelines without dropping the ball.
• Contributing to process improvements - you'll be in the thick of it, so your observations matter. We want to hear your ideas on how to make onboarding better, faster, and more scalable.
• Collaborating closely with the team - working alongside Customer Success and Operations Manager and our product and founding team to relay customer feedback and help shape how we grow.

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Requirements

What we’re looking for

• ~1-3 years in a customer-facing role — onboarding, customer success, implementation, or similar.
• Strong project management skills with a track record of hitting deadlines and managing competing priorities.
• Excellent communication and organisational skills — you're clear, proactive, and people enjoy working with you.
• A self-starter mindset — at a startup, you won't always have a playbook. You'll need to figure things out and back yourself.
• Familiarity with tools like Notion, Pipedrive, or Google Workspace is a plus.
• Any knowledge of resource management, planning, or local government is a bonus, else we have subject matter experts on hand to teach you everything you need to know.

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Benefits

Why Rico

• Real impact, fast - work in a small tight knit team close to the founders and see the results of your work immediately.
• Grow with us - as Rico scales, so does this role. There's genuine career development on offer here.
• Great location - our office is in College Hill, right next to Victoria Park, Ponsonby, and Wynyard Quarter - perfect for walks during breaks.
• Flexible working - hybrid setup with 1–2 days WFH per week.
• A team that cares - we're small, but we're good at what we do and we look out for each other.

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Sound like you? We'd love to hear from you. Send your CV and a short cover letter telling us why this role excites you.

We review applications as they come in, so don't wait too long!