Technical Onboarding Manager (Customer Success & Tech Support) - $900 Base + Performance Bonuses

JOB OVERVIEW

We are hiring a Technical Onboarding Manager (TOM).

Your job is to guide new clients through their first 48 hours inside the program. You remove confusion, fix tech issues, assign the right 1:1 Coach, and make sure clients are fully set up before strategy begins.

This is not a passive support role. You are responsible for structure, clarity, activation speed, and client confidence.

This is a client-facing role. You must be clear, confident, calm, and reliable.

Most of our clients are 45+ and not tech-savvy. Patience and strong communication are required.

BENEFITS

- $900/month guaranteed base
- Performance bonuses based on CSAT (client rating) and CSQ (coach rating)
- OTE: $1,050–$1,400/month
- Bonus tiers from $30–$100 per category (minimum 20 surveys / 20 handoffs per month)
- Fully remote, long-term role
- Clear scorecard and monthly reviews
- Career growth path (Senior TOM, Lead TOM, CSM)
- 3,600+ clients served since 2019

SCHEDULE

- 7.5 hours per day (Monday to Friday)
- No fixed shift required. You may work a straight or split shift.
- You must attend tea ---------- etings (usually 3pm CET)
- Work 7.5 total hours per day within the 8 AM ET to 2 AM ET coverage window, not across the entire window
- Confirm your preferred working hours during hiring
- Maintain a schedule that is sustainable long term

Consistently low energy or repeated mistakes caused by poor schedule management will be treated as performance issues.

RESPONSIBILITIES

- Run structured Activation Calls
- Fully activate every client within 48 hours. Activation means the client has access to Kajabi, Slack, the Client Master Sheet, AI tools (AVA & VERA), understands where everything is, has a Coach assigned, and has their Kickoff Call booked.
- Book Kickoff Call same day or next day
- Assign the correct 1:1 Coach based on phase, fluency, timezone, and availability
- Build authority for the assigned Coach so the client feels confident before strategy begins
- Ensure basic access or setup issues do not reach Coaches
- Update CRM immediately after each call
- Send clear handoff notes to Coaches
- Upload all call recordings
- Reply in #tech-support within 24 hours (weekdays)
- Onboard 20–25 clients per week. Activation Calls are structured and typically 30–45 minutes.
Some weeks are high-volume during promotions. Quality and clarity must remain strong under pressure.
- Keep your calendar accurate and available
- Proactively manage your calendar capacity and flag issues early
- Avoid repeated client-facing process errors

Main goal: Zero confusion for the client. No surprises for the Coach.

CORE STANDARDS

- 100% activation within 48 hours
- CSAT average 85%+
- No Kickoff Call no-shows
- Prevent basic technical escalations
- High CRM accuracy and immediate handoffs
- 24-hour Slack response time
- Reliable, consistent performance

REQUIREMENTS

- Strong customer support or onboarding experience
- C1 English or higher
- Calm with older or low-tech clients
- Comfortable repeating instructions clearly multiple times
- Follows SOPs and scripts closely
- Advanced Slack skills
- Comfortable with Kajabi, Google Drive, and Zoom
- Willing to learn basic creator tools
- Reliable internet, strong camera, proper lighting, and quiet workspace
- Strong schedule discipline

WE ARE NOT A FIT IF

- You are low energy or unclear
- You get frustrated with confused clients
- You cannot explain tech in simple words
- You struggle to follow structured processes
- You cannot consistently maintain agreed working hours
- You have poor camera, lighting, or internet setup

HOW TO APPLY

Fill in the form: ---------- /to/nI8lIXV4

In the Name field write: “TOM” + Your First and Last Name

Only shortlisted candidates will be contacted.

P.S. Once hired, you will be contracted under Social Influence Consulting LLC.