Onboarding Specialist - TrueLark

This position supports TrueLark, a recently acquired brand under the Weave umbrella. While you’ll be employed by Weave, your work will directly contribute to the TrueLark product and team.

TrueLark is an AI-powered virtual receptionist designed for appointment-based small and medium-sized businesses. Its agentic AI platform manages scheduling, rescheduling, and client inquiries through SMS and web chat, providing 24/7 support. TrueLark helps businesses recover missed calls, increase bookings, and streamline front-office operations.

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As an Onboarding Specialist at TrueLark, you’ll play a key role in guiding new customers through the onboarding journey—from implementation and training to post-go-live success. You’ll build strong relationships, ensure customers are set up for long-term adoption, and collaborate cross-functionally to continuously improve our onboarding experience. This is a high-impact role where your work directly affects customer satisfaction, retention, and business growth.

• This position will be in-office in Palo Alto, CA.

• Reports to: Customer Onboarding Lead

What You Will Own:

• Lead onboarding sessions tailored to each customer’s unique business needs.

• Own the post-sale customer journey through onboarding, including project management, account creation and configuration, testing, training, deployment, and early post-live experience.

• Build and maintain strong relationships with customers, acting as a trusted advisor from day one.

• Collaborate closely with internal teams across Operations, Customer Success, Support, and Engineering to ensure seamless execution and handoffs.

• Proactively follow up post-implementation to ensure customers are adopting the platform effectively and seeing value.

• Identify and communicate areas for process improvement across onboarding and implementation.

• Create and contribute to onboarding content (documentation, how-to guides, training videos, etc.).

• Resolve customer concerns with urgency and empathy, escalating as needed.

• Present performance metrics and insights to internal teams and clients to showcase impact and drive continued success.

• Recommend improvements and optimizations based on customer needs and data.

What You Will Need to Accomplish the Job

• 5+ years in a customer-facing role within SaaS (preferably onboarding, implementation, or customer success).

• Proven experience managing onboarding projects from start to finish.

• Strong communication and relationship-building skills—you're comfortable presenting to customers and working cross-functionally.

• Proficiency with productivity and project tools (e.g., Google Workspace, Slack, Excel, CRM platforms, project management tools).

• Strong technical aptitude—quick to learn new platforms and systems.

• Experience working with APIs or tools like Postman, and familiarity with GenAI tools like ChatGPT.

• Excellent time-management skills and comfort managing multiple customers and projects simultaneously.

• Willingness to collaborate across time zones with our India-based configuration team.

• Ability to support escalations and occasional after-hours needs.

What Will Make Us Love You

• You’re highly organized and take pride in owning the details while keeping the big picture in mind.

• You’re adaptable, eager to learn, and excited to work in a fast-paced startup environment.

• You have an intuitive sense of customer experience and know how to build trust and credibility quickly.

• You bring a collaborative spirit and thrive in cross-functional team settings.

• You’re curious, resourceful, and love finding ways to improve processes and outcomes.

• You’re energized by helping others succeed and feel a sense of pride when customers get results.

Weave is an equal opportunity employer that is committed to fostering an inclusive workplace where all individuals are valued and supported. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.

All official correspondence will occur through Weave branded email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process.