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Customer SupportFull TimeRemote (Philippines)
Onboarding Specialist (Australian Payments Company)
Posted 27 Mar 2026
- Pay
- ₱55,000 per month
About the company
Crew Offshoring Solutions (Crew) is a BPO looking for amazing offshore talent to work with its high caliber of Australian and UK clients.On a day-to-day basis, you will be supporting a leading Australian payments and fintech provider that works with small and mid-sized businesses to deliver simple, secure, and transparent payment solutions.The company specialises in modern payment technology including POS systems, digital invoicing, and integrated payment tools, helping merchants streamline operations, improve cash flow, and enhance customer experiences through reliable technology and dedicated support.
About the Role
The Onboarding Specialist is responsible for ensuring new merchants are successfully onboarded after the sale. This role acts as the bridge between Sales and Customer Success, owning the handover process and guiding customers through setup, configuration, and go-live.The role is delivery-focused and process-driven, with success measured by time to go-live, onboarding quality, and customer readiness.
Key Responsibilities
- Own the post-sales handover from Sales to Implementation.
- Act as the primary point of contact for customers during onboarding.
- Guide customers through setup, configuration, and go-live.
- Gather and confirm customer requirements and implementation details.
- Coordinate internally with technical, operations, finance, and support teams.
- Manage onboarding timelines, milestones, and dependencies.
- Deliver customer training, walkthroughs, and documentation.
- Identify and resolve onboarding risks or delays early.
- Ensure customers are fully set up and ready before handover to Customer Success.
- Maintain accurate onboarding records in CRM or implementation tools.
- Identify opportunities to improve the onboarding workflow and provide recommendations to management.
Qualifications and Skills
- At least 2 years experience in implementation, onboarding, operations, or client delivery, ideally in payments, financial services or a similar domain.
- Strong verbal and written English communication skills.
- Excellent problem-solving and analytical abilities to quickly identify and resolve onboarding issues.
- Familiarity with payments processing or merchant services is highly desirable.
- Ability to manage multiple onboarding projects concurrently.
- Comfortable explaining technical or process-driven concepts to non-technical customers.
- Experience using CRMs, ticketing, or implementation tools.
- Detail-oriented with strong follow-through.
- A customer-centric mindset with a genuine passion for delivering exceptional experiences.
- Time to first transaction.
- Onboarding completion rate.
- Implementation quality / error rate.
- Customer satisfaction at onboarding (CSAT).
- Smoothness of handover to Customer Success.
Job Benefits
- Generous compensation package offered, including 13th month pay, penalty rates on swapped holidays, HMO (including for one dependent), employer government contributions and 20 leave credits.
- Work remotely with a highly collaborative and supportive team.
- Enjoy a culture that values professional development and innovation.
- Be part of a market leading Australian Payment Solutions Provider.
- Remote working equipment provided.
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