Customer Onboarding Specialist (UK Market)

SUMMARY:
his is an in-office role based in Cape Town, focused on guiding UK-based business clients through a smooth and successful onboarding journey.

POSITION INFO:

Customer Onboarding Specialist (UK Market)

Empower UK beauty professionals through seamless onboarding and smart SaaS support

Cape Town CBD, Office-based | R18,000 – R25,000 per month (CTC)

About Our Client

Join a fast-growing Beauty & Wellness Tech company redefining how salons, spas, and beauty professionals engage with their clients through innovative SaaS solutions. This company operates at the intersection of beauty, technology, and customer success, providing digital tools that empower UK-based users to thrive.

The Role: Customer Onboarding Specialist

This is an in-office role based in Cape Town, focused on guiding UK-based business clients through a smooth and successful onboarding journey. Youll play a vital role in setting up new users for long-term success with the platform, offering expert guidance, troubleshooting support, and engagement insights. Your input will shape first impressions, drive activation, and ensure users unlock value from day one.

Key Responsibilities

• Minimum 2 years'' experience in client onboarding, customer success, or B2B support, ideally in a SaaS or tech-driven environment
• Guide UK-based users through onboarding, account setup, training, and early adoption of platform features
• Deliver personalised support via live chat, video calls, and screen shares to ensure user confidence and platform readiness
• Manage onboarding workflows and documentation to maintain consistency, speed, and quality across all new user journeys
• Provide best-practice guidance tailored to user type (e.g., salon owners, therapists, admins)
• Collaborate with sales, product, and support teams to ensure a seamless handover and integrated experience
• Troubleshoot onboarding issues and escalate technical matters as needed in line with internal processes and SLAs
• Identify early churn risks and proactively engage with users to reinforce value and adoption
• Collect feedback to improve the onboarding process and inform updates to training content or product functionality
• Maintain and update knowledge base and onboarding materials
• Track user milestones and ensure timely completion of onboarding objectives

About You

• Minimum 2 years of experience in onboarding, customer success, or B2B support roles within SaaS or tech environments
• Direct experience working with UK-based clients, with a strong grasp of local customer expectations and communication style
• Clear and confident communicator with excellent written and verbal English
• Strong problem-solving skills and ability to guide users through digital tools and setup processes
• Highly organised, process-driven, and detail-oriented
• Proficient in tools such as Intercom, Salesforce, Google Workspace, and Slack
• Passionate about delivering excellent customer experiences and helping businesses succeed
• Self-motivated and comfortable working independently in a fast-paced environment

Bonus Points If You Have

• Experience in the beauty, wellness, or personal care industries
• Familiarity with SaaS platforms for salons, spas, or service-based businesses
• An interest in digital transformation and automation for small businesses