🌴 Onboarding Manager - Job Code: 1787267069894

At Coconut 🥥, we connect founders and businesses with top-tier remote talent while prioritizing meaningful, reliable partnerships. We believe success happens when everyone wins. Clients achieve their goals, and our virtual professionals find purpose and growth in their work. We're currently looking for top talent to fill the role below:

Role: Onboarding Manager 

Monthly Rate: $1800 - $2150/month

Availability: Full-time - 40 hours/week

Time Zone: Anything between EST or MST

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To streamline your application, please carefully review and complete ALL THREE items below before proceeding to the application form.

What to Prepare:

1️⃣ English Proficiency Rating – You will need to enter your CEFR English proficiency level in the application form. If you’re unsure of your rating, you can take a quick assessment here: EF SET Quick Check.

2️⃣ Coconut VA Profile (Resume) – Before submitting your application, please create your Coconut VA profile using this template: Coconut VA Profile Template. ⚠️⚠️⚠️ YOUR RESUME MUST FOLLOW THIS FORMAT AND SHOULD BE IN ENGLISH. This is a test of how keen you are with details and how well you follow instructions. ⚠️⚠️⚠️

3️⃣ 1-Minute Introduction Video – Record a short introduction video (preferably using Loom) and provide the link in your application. Before you do, check out these video tips and sample videos. Important: By submitting your video, you grant Coconut permission to share it on our platforms to help increase your chances of being matched with a client. Videos with broken or dummy links will result in disqualification.

Requirements

Experience Needed:

Core Responsibilities:

Onboarding Call Execution

- Run 20-30 minute onboarding calls with new TradeRated customers.

- Walk customers through company setup, technician roster, review path configuration, and CRM integration steps where applicable.

- Capture and confirm critical setup information during the call.

- Set clear expectations for what happens next and what the customer needs to do after the call.

- Ensure every customer reaches onboarding-complete status or has a clearly documented blocker and next step.

Pre-Call Preparation

- Confirm the pre-call form has been completed before the onboarding call.

- Review customer-provided information and pre-configure what can be set up in advance.

- Confirm the right customer stakeholders are attending, such as owner, office manager, admin, CRM owner, or Google Business Profile owner.

- Reschedule calls when pre-call requirements are not met, following the established gating logic.

- Coordinate with Sales for warm handoffs during the early customer cohort.

CRM & Integration Setup

- Guide customers through CRM integration setup for supported systems such as ServiceTitan, AccuLynx, Jobber, Housecall Pro, or similar tools.

- Troubleshoot common setup or integration issues in real time.

- Escalate complex technical issues to product, engineering, or technical onboarding support with clear context.

- Maintain working knowledge of supported CRM integrations and common configuration paths.

- Identify repeat integration blockers and document them for future process improvement.

Activation & First Value

- Drive customers toward activation, defined initially as first verified review captured.

- Help customers complete the key actions needed to start using TradeRated.

- Track whether customers have completed first technician setup, review path setup, and first verified review.

- Follow up with newly onboarded customers to confirm activation progress.

- Identify and resolve activation blockers quickly.

Playbook Execution & Iteration

- Run the established onboarding playbook consistently across customers.

- Track friction points, customer questions, and recurring setup issues.

- Surface playbook gaps and improvement opportunities to the Director of CS & Onboarding.

- Help refine pre-call forms, Looms, SOPs, email templates, checklists, and supporting content based on what is working and what is not.

- Keep onboarding repeatable without making the customer experience feel robotic.

Sales-to-Onboarding Handoff

- Receive customer handoff from Sales with clear context: tier purchased, expectations set, key customer goals, objections addressed, and any promises made.

- Confirm the customer has completed required pre-call steps before the onboarding call.

- Flag handoff issues such as missing information, mismatched expectations, technical complications, or unclear ownership.

- Ensure Sales and Onboarding stay aligned on what the customer was told and what Onboarding is expected to deliver.

Onboarding-to-CS Handoff

- Transition activated customers to Customer Success with clear notes on what was set up, what is working, what remains open, and any risks.

- Ensure the customer record reflects accurate onboarding status, completion date, activation status, blockers, and next steps.

- Make sure Customer Success has enough context to continue the relationship without forcing the customer to repeat themselves.

Reporting & Metrics

- Track and report onboarding-related KPIs including onboarding completion rate, activation rate, time to activation, and open blockers by category.

- Maintain accurate customer onboarding records in GoHighLevel and the TradeRated platform.

- Contribute to weekly onboarding scorecard reporting.

- Identify trends that may indicate product friction, sales expectation gaps, or customer readiness issues.

Early-Stage Launch Support

During the early launch phase, the Onboarding Manager may also support post-onboarding follow-up until a dedicated Customer Success Manager owns that stage. However, the long-term purpose of this role is onboarding and activation, not full lifecycle retention.

The clean long-term structure is:

- Onboarding gets customers live.

- Customer Success keeps customers active, healthy, retained, and growing.

Good to have:

- Strong organizational skills and attention to detail.

- Technically curious and comfortable learning new software quickly.

- Strong written and verbal communication.

- Able to translate technical concepts for non-technical customers.

- Calm and confident in customer-facing situations, including when troubleshooting in real time.

- Comfortable with CRM and workflow tools such as GoHighLevel, Notion, Slack, Loom, and Google Workspace.

- Experience with trades, home services, field service software, ServiceTitan, Jobber, Housecall Pro, AccuLynx, or similar tools is a strong plus.

- Comfortable operating in a fast-moving startup environment where processes are still being built and refined.

- Comfortable with CRM and workflow tools such as GoHighLevel, Notion, Slack, Loom, and Google Workspace.

- Experience with trades, home services, field service software, ServiceTitan, Jobber, Housecall Pro, AccuLynx, or similar tools is a strong plus.

- Comfortable operating in a fast-moving startup environment where processes are still being built and refined.

Non-negotiable Requirements:

- 2-4 years of experience in SaaS onboarding, implementation, customer success, account management, support, or technical customer-facing roles. 

- Comfortable running live customer calls and screen shares. 

- Comfortable with CRM and workflow tools such as GoHighLevel, Notion, Slack, Loom, and Google Workspace.

Industry/Tools Experience: GoHighLevel, Notion, Slack, Loom, Google Workspace, ServiceTitan/ Jobber/Housecall Pro, AccuLynx, CRM, API, OAuth

Benefits

We’re all about uplifting lives in Coconut and we make sure we provide benefits that support work-life balance, well-being, and growth. Here’s what you can look forward to as part of the Coconut Community! ✨

✅ Competitive Salary – We recognize your skills and experience with a great compensation package.
✅ 13th Month Pay – Enjoy an extra month’s salary—because who doesn’t love a little bonus?

✅ Paid Time Off – Recharge with 12 days of PTO to use however you like—vacation, self-care, or just a break from it all!
✅ US Holidays Off – Enjoy 12 paid US holidays throughout the year.
✅ Maternity & Paternity Leave – We support growing families with dedicated leave for new parents.

✅ Comprehensive Healthcare – We’ve got you and your family covered with quality healthcare benefits.
✅ Life Insurance* – Our full-time HMO plan includes life insurance for extra peace of mind.
✅ Mental Health Support – Prioritize your well-being with access to mental health consultations and wellness resources.

✅ Milestone Gifts & Birthday Treats – We celebrate your achievements and make your special day even better!
✅ Exciting Team Experiences – Think island getaways, virtual town halls, and regional meetups—because work should be fun, too!

✅ Stay Connected – Be part of a supportive network where you can learn, grow, and connect with amazing people.

Some benefits may vary. Full details will be provided during the onboarding process.