Digital Onboarding Specialist

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Job description

Who we are In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that's why we created Otter – to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches. What you'll do • Deliver a seamless account activation experience, including software and hardware setup, account creation, configuration, and delivery of credentials to new clients. • Manage handoffs from Sales and Success teams to ensure customers are onboarded with their full suite of Otter products. • Coordinate product shipments to meet SLA commitments and confirm customer receipt. • Serve as the primary customer contact via phone, email, and video calls, providing hands-on training on Otter's tools and systems. • Monitor the early customer lifecycle, driving platform adoption and satisfaction while consistently meeting CSAT targets. • Collaborate cross-functionally with Sales and Success teams to support implementation success and continuously improve onboarding processes for greater efficiency. • Proactively identify and execute process improvements that enhance the overall customer experience. What we're looking for • At least 1-3 years of experience in a client-facing role such as customer success, customer support, onboarding, training, or implementation. • English proficiency at a C1 level. • Strong communication skills with the ability to explain technical processes in a clear, approachable way across phone, email, and video channels. • Strong problem-solving skills, a service-oriented mindset, and excellent organizational skills. • Preferred: Experience onboarding clients to SaaS platforms or digital tools in a fast-paced environment. Why join us • Drive real impact: Be part of a team helping restaurants around the world grow and thrive in the digital delivery space. • Own your relationships: Take full ownership of your clients' onboarding experience and see the direct results of your work every single day. • Work with purpose: Join a mission-driven team that believes in the joy of serving others - and builds technology to make that possible. • Grow with us: At Otter, there's room to grow - personally and professionally - as we scale and take on new challenges together. What else you need to know This role is based in our Bogotá office. As a company driven by innovation and continuous change, close collaboration is essential. We're constantly reimagining our industry, creating new products, and refining our processes - and we do our best work together. That's why all of our office-based teams work onsite, five days a week. Ready to join us as we serve those who serve others? #LI-Onsite

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