Onboarding Specialist, Otter - Los Angeles

Onboarding Specialist, Otter - Los Angeles

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.

The SMB Onboarding Specialist - Otter POS supports the successful onboarding of small- to medium-sized business (SMB) customers as they adopt the Otter POS platform. This role focuses on ensuring a smooth and timely account setup experience, managing onboarding workflows, and contributing to activation and retention goals. The ideal candidate is detail-oriented, customer-obsessed, and thrives in process-driven environments. This role may require occasional in-person installation and activation support in and around Los Angeles.

Key Responsibilities :

• Onboarding Execution : Manage onboarding workflows, including account creation, subscription management, and menu configuration, ensuring each customer is set up for long-term success.
• Customer Communication : Coordinate directly with customers and internal teams (e.g., Sales, Support) to gather necessary information and provide timely updates throughout the onboarding process.
• Customer Education & Training : Deliver in-depth platform walkthroughs, ensuring customers are fully equipped and confident in using Otter POS independently post-onboarding. May require occasional in-person onboarding.
• Activation Support : Monitor activation progress within key milestones (e.g., 30-day, EOQ activation targets) and follow up with accounts to address blockers.
• Documentation & SOP Adherence : Follow standardized processes and maintain accurate logs of each onboarding step in relevant tools (e.g., Salesforce, onboarding trackers). Issue Resolution : Troubleshoot common onboarding roadblocks and escalate complex issues to the appropriate teams with detailed context.
• Performance Monitoring : Track personal onboarding performance against SLAs and KPIs and support QA or audit efforts as needed.

What We're Looking For :

Why Join Us :

What Else You Need To Know :

This role is based in our LA 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?