Digital Onboarding Specialist

<p><strong>Who we are</strong>&nbsp;</p> <p>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 &amp; Jerry's, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches.</p> <p>&nbsp;</p> <p><strong>What you'll do</strong></p> <ul> <li>Deliver a seamless account activation experience, including software and hardware setup, account creation, configuration, and delivery of credentials to new clients.</li> <li>Manage handoffs from Sales and Success teams to ensure customers are onboarded with their full suite of Otter products.</li> <li>Coordinate product shipments to meet SLA commitments and confirm customer receipt.</li> <li>Serve as the primary customer contact via phone, email, and video calls, providing hands-on training on Otter's tools and systems.</li> <li>Monitor the early customer lifecycle, driving platform adoption and satisfaction while consistently meeting CSAT targets.</li> <li>Collaborate cross-functionally with Sales and Success teams to support implementation success and continuously improve onboarding processes for greater efficiency.</li> <li>Proactively identify and execute process improvements that enhance the overall customer experience.</li> </ul> <p>&nbsp;</p> <p><strong>What we're looking for</strong></p> <ul> <li>At least 1-3 years of experience in a client-facing role such as customer success, onboarding, training, or implementation.</li> <li>English proficiency at a C1 level.</li> <li>Strong communication skills with the ability to explain technical processes in a clear, approachable way across phone, email, and video channels.</li> <li>Strong problem-solving skills, a service-oriented mindset, and excellent organizational skills.</li> <li>Preferred: Experience onboarding clients to SaaS platforms or digital tools in a fast-paced environment.</li> </ul> <p>&nbsp;</p> <p><strong>Why join us</strong></p> <ul> <li>Drive real impact: Be part of a team helping restaurants around the world grow and thrive in the digital delivery space.</li> <li>Own your relationships: Take full ownership of your clients' onboarding experience and see the direct results of your work every single day.</li> <li>Work with purpose: Join a mission-driven team that believes in the joy of serving others — and builds technology to make that possible.</li> <li>Grow with us: At Otter, there's room to grow — personally and professionally — as we scale and take on new challenges together.</li> </ul> <p>&nbsp;</p> <p><strong>What Else You Need to Know</strong></p> <p>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.</p> <p>&nbsp;</p> <p><strong>Ready to join us as we serve those who serve others?&nbsp;</strong></p> <p><em>#LI-Onsite</em></p>