Customer Success / Onboarding Specialist

Role Description The Customer Success / Onboarding Specialist is a part-time, remote role responsible for guiding new customers through the onboarding process and ensuring a smooth transition into Parzel’s services. This role involves scheduling and conducting onboarding calls, gathering customer requirements, and setting up accounts and service preferences in alignment with operational capabilities. The specialist will provide ongoing customer support, address questions, track satisfaction levels, and collaborate with internal teams to resolve issues quickly. Daily activities include documenting customer interactions, monitoring account health, identifying opportunities to improve service adoption, and sharing feedback with operations and management. The role requires consistent, professional communication via phone, email, and online platforms to maintain strong customer relationships.

Qualifications

• Customer Service and Customer Support skills to manage inquiries, resolve issues, and build trust with new and existing customers.
• Customer Satisfaction and Communication skills to understand needs, provide clear explanations, and ensure positive onboarding experiences.
• Analytical Skills to review customer data, identify trends, and recommend improvements to onboarding workflows and account setup.
• Ability to work independently in a remote environment, manage part-time hours effectively, and prioritize multiple onboarding tasks.
• Strong organizational skills and attention to detail for accurate documentation, follow-up, and coordination with internal teams.
• Comfort with using CRM or customer support tools and standard office software; experience in logistics or transportation is a plus.
• Previous experience in customer success, onboarding, account management, or customer service is preferred.