Implementation Specialist — Customer Onboarding & Technical Support

Implementation Specialist — Customer Onboarding & Technical Support

Location: Cebu, Philippines preferred (broader PH considered) Shift: U.S. Pacific business hours — approximately 11 PM – 8 AM Manila time, Monday – Friday (permanent night shift) Openings: 3–4 positions

About the Role

We're hiring 3–4 hands-on operators to own customer onboarding and overnight technical support for our property management SaaS platform, used by luxury residential buildings, condominium associations, hospitality properties, and private membership clubs across North America.

This is not a generic call-center support seat. You'll be the person who turns a new client's messy registries — Excel sheets, PDFs, photographs, and spreadsheets in five different formats — into a fully imported, validated, working environment in our software, and then keeps them running smoothly by handling their support questions during their U.S. business day.

If you love data, get a satisfying click out of stitching datasets together (vehicles → parking stalls → units → owners), are unafraid to prompt AI tools to do real work for you, and can hold your own on a Zoom call with a U.S. property manager without hesitation, this role was built for you.

Key Responsibilities

Customer Onboarding (Primary)

1. Lead client kickoff calls — initially co-hosted with our CEO, ultimately independently — with U.S. property managers, HOA boards, and luxury condominium and hospitality operators
2. Own a 100+ task onboarding plan per client in ClickUp from kickoff through go-live
3. Transform messy client data (multiple Excel files, PDFs, photographed registries) into our standard import templates using AI tools (Claude, ChatGPT) for cleaning, merging, and reformatting
4. Run imports through our staging environment validate every record reconcile discrepancies between client source files and what lands in the platform
5. Manually map relational data across datasets — connecting vehicles to parking stalls, stalls to units, units to owners, owners to contacts, and so on
6. Train client staff (concierge, security, GMs, board members) during go-live week
7. Document onboarding friction patterns and feed them back to the product and dev teams for automation candidates

Technical Support (Secondary — Same Shift)

1. Cover U.S. Pacific business hours support inbox and chat during your shift
2. Triage and resolve tier-1 issues (data questions, navigation, configuration, "how do I" requests)
3. Escalate true bugs or architectural questions to the dev team with clean, reproducible repro steps — never as a "please fix this" handoff
4. Maintain support documentation and FAQ articles based on the patterns you see

Continuous Improvement

1. Build reusable Excel templates and AI prompt libraries that compress per-client onboarding time
2. Flag automation candidates back to our development team
3. Contribute to a growing internal knowledge base

What a Typical Onboarding Week Looks Like

1. Day 1 (Kickoff): Client kickoff call. Take notes, confirm scope, populate ClickUp with the 100+ task onboarding plan.
2. Days 2–3 (Data wrangling): Receive 5–15 client spreadsheets in mixed formats. Use AI to clean, normalize, and merge into our import template. Validate the result.
3. Days 3–4 (Import + linking): Run the import. Manually link relationships across datasets (units ↔ owners ↔ vehicles ↔ stalls).
4. Day 5 (Working session): Run a live working session with the client to fix gaps and answer questions. Schedule training.
5. Week 2: Live training sessions. Go-live readiness check. Hand off to ongoing support rotation.

Between onboardings, you rotate into the support inbox and chat.

Qualifications

Required

1. 2+ years in SaaS implementation, customer onboarding, technical support, or data operations
2. Expert-level Microsoft Excel — pivot tables, XLOOKUP/VLOOKUP, INDEX/MATCH, conditional formatting, data validation, multi-sheet workbooks. You should be able to clean a 5,000-row messy spreadsheet without flinching.
3. AI tool fluency — comfortable using Claude, ChatGPT, or similar. You should be able to write a clear prompt that gets AI to merge three messy spreadsheets into one clean template and verify the output.
4. Strong written and spoken English — sufficient to run U.S. client meetings unsupervised
5. Confident video presence — willing and able to run Zoom/Teams meetings with U.S. property managers, board members, and GMs alone, without your manager on the call. This is not negotiable. Back-office personalities should not apply.
6. Experience with ClickUp, Asana, Monday.com, or a comparable task management platform
7. Analytical mindset — you naturally spot relationships in data, dedup duplicates, and catch anomalies others miss
8. Reliable home internet (50 Mbps+) and a quiet workspace for client video calls
9. Willing to sustain U.S. Pacific business hours (approximately 11 PM – 8 AM Manila time) long-term — please do not apply if night shift isn't sustainable for you

Preferred

1. Prior SaaS implementation experience at a B2B platform (property management, hospitality, construction, or vertical SaaS particularly relevant)
2. Background in property management, real estate, hospitality operations, or condominium/HOA administration
3. Power Query, Power Pivot, or Excel macro / Office Script experience
4. Familiarity with WP All Import or comparable WordPress data import tools
5. Helpdesk experience (Zendesk, Freshdesk, ClickUp ticketing, HubSpot Service Hub, Help Scout)
6. Technical writing or training documentation experience
7. Bachelor's degree in any field — skills and demonstrated ability outweigh credentials

About You (Traits That Matter)

1. You actually enjoy turning messy data into a tidy structure
2. You'd rather solve a problem yourself with AI than wait for someone else
3. You're comfortable saying "I don't know yet, let me find out" on a client call
4. You bring patience to non-technical users without ever being condescending
5. You take genuine pride in a smooth client go-live

How to Apply

Submit your application with:

1. A 3–5 minute Loom or screen recording walking through an Excel project you've built or transformed. What was the input, what was the output, what was the trick?
2. A brief written example of how you would prompt an AI tool to merge three messy spreadsheets (units, vehicles, parking stalls) into one clean template ready for import. You can invent reasonable column names.
3. Any customer-facing training or documentation you've authored (anonymized is fine)

Applications without these examples will receive lower priority.