Do you have a keen eye for detail and thrive on providing first-class support for both your clients and colleagues? We're currently expanding our team and are looking for a Client Onboarding & Support Specialist to join us. You'll play a crucial role in fostering strong connections with our clients, maintaining regular communication, and driving adoption of our products and services. In this role, you'll use industry-standard tools such as HubSpot and Microsoft Office, as well as our proprietary products tailored to serve estate agents, removers, storers, and other small to medium-sized businesses. And it's not just about what we need from you - we also offer a comprehensive benefits package to support your growth and well-being. At TwentyCi, we specialise in the UK residential property market, meticulously tracking over 99% of all sale and rental listings daily. Our diverse client base includes retail, estate agency, new-build, and removals & storage sectors, ranging from FSTE 100 organizations to small independent businesses. Job Summary The Customer Onboarding & Support Specialist will be responsible for guiding new customers through the onboarding process while also providing ongoing support to existing clients and the wider Customer Success team. This dual-role position requires a proactive, solution-oriented individual who can handle both the technical and customer service aspects of the role. You will ensure customers are set up for success from day one and continue to assist them throughout their journey with TwentyCi. Key Responsibilities Customer Onboarding Serve as the primary contact for new customers, leading them through the onboarding process, including initial setup, training, and adoption of TwentyCi’s products and services. Deliver personalised training sessions (both one-on-one and group) to help customers maximise the value of our platform. Develop and maintain onboarding materials, such as guides, tutorials, and webinars, to assist in product education. Monitor onboarding progress and ensure customers are on track to meet their goals, providing additional assistance as needed. Customer Support Act as a point of contact for existing customers, providing timely and effective support via phone, email, or live chat. Troubleshoot and resolve product issues, escalating complex problems to the technical or product teams when necessary. Ensure customer enquiries are resolved quickly and effectively, maintaining high levels of customer satisfaction. Track and document support requests, solutions, and feedback to ensure continuous improvement of the product and support process. Internal Support Maintain and update internal systems, including HubSpot and Jira, ensuring accurate and current information. Work closely with the Customer Success Managers and the Sales team to provide administrative support to assist with their conversations with clients. Metrics & Reporting Track key onboarding and support metrics, such as customer satisfaction scores, response times, and issue resolution rates. Report on trends and insights related to customer feedback and support cases, identifying areas for improvement in both onboarding and support processes. The Person You’ll have a minimum of three years’ experience in a customer-facing role, ideally in onboarding, customer support, or customer success, preferably in a SaaS or technology company. With strong communication skills, you have the ability to clearly explain technical concepts to a non-technical audience. You’ve got excellent problem-solving skills, with a proactive approach to resolving customer issues. Your acute attention to detail makes it possible for you to manage multiple tasks and priorities in a fast-paced environment. You’re a team player with a customer-first mindset and a passion for helping others succeed. You’ll get bonus points if you’ve got previous experience in the property sector, but it’s not a deal breaker if you don’t. Benefits We have a pool table in the office, but that's not really what you're looking for, right? Yes, you'll get holidays (25 days plus bank holidays), plus your birthday off, and a pleasant office environment with a nice breakout area, tea/coffee/water provided, and all that normal stuff you'd expect. There's a salary, naturally, between £23,250 and £25,250 per annum for this role depending on the skills and experience you'll be bringing. For this position there’s also an uncapped commission scheme with OTC of £3,000 per annum. You also get to work with a good-natured, good humoured team of geeks, nerds, data scientists, marketers, administrators, finance people, sales people and people-people. As we’ve said, there's a life outside of work and we encourage you to make sure you achieve the right balance between the two things. We've also taken the time and effort to implement wellbeing stuff, like a confidential 24/7/365 helpline for all our colleagues to get advice and support when life gets a bit tough, and an app with helpful wellbeing content. We work on a hybrid system balancing time in our Milton Keynes office with working from home when appropriate. So, you should be able to relax and enjoy inspiring work in an atmosphere which challenges you to use and develop your skills, around people who may become friends not just colleagues. Sound good? Then drop us an application and we'll be in touch.