Onboarding Guest Experience Coordinator

Location: Remote

Working Shift:

To best support our global hoteliers, our Onboarding team operates across multiple time zones. We are currently hiring Onboarding GX Coordinators to provide coverage for the Americas region. The available shift for this role is: 9.00 AM – 6:00 PM EST (depending on the assigned schedule). Candidates should be comfortable working within this time window to support customers across the Americas time zones.

How You'll Make an Impact:

As an Onboarding GX Coordinator, you will step in at a critical, high-stakes juncture of our clients' journey: the exact moment they configure and activate their communication tools. You will empower clients to transform their properties through our AI Smarts + Hospitality Hearts mission, ensuring they never feel abandoned when setting up and launching their messaging channels and phone integrations. This isn’t a standard support queue; it’s a high-touch, fast-paced launch zone where you act as a strategic operational partner to get their guest communications up and running.

Our Customer Onboarding Team:
Our Onboarding team is where Hospitality Hearts meet Smart Solutions. We are a fully-remote group of former hoteliers and customer experience professionals, focused on removing unnecessary manual work so we can spend more time on our "human magic": building and strengthening relationships, and ensuring our customers feel confident and supported from day one. If you are driven by emotional intelligence, trust-building, and delivering deeply personalized hospitality moments instead of repetitive operational tasks, you will feel right at home here.

What You Bring to the Team:

• Demystify Telecom & Compliance: You will act as our internal and external oracle for A2P 10DLC registrations. You’ll fearlessly navigate complex local regulatory landscapes, turning confusing compliance bottlenecks into smooth, approved setups for our global hoteliers.
• Own the Guest Communication Pipeline: You will troubleshoot and fine-tune critical messaging channels—from Hosted SMS configuration to WhatsApp Business API integrations. Whether it’s fixing template approval blockers or resolving message delivery failures, you ensure our properties never miss a beat with their guests.
• Be the Ultimate Onboarding Wing-Pilot: As a true collaborator, you will jump in on behalf of Onboarding Coaches to execute critical customer follow-ups. You’ll keep a hawk-eye on Salesforce onboarding tasks, holding clients accountable to timelines and ensuring no implementation milestone gets left behind.
• Standardize the Repeatable, Personalize the Meaningful: You’ll eagerly adopt internal automation and AI tools to handle administrative drag and resolve repetitive technical questions instantly, freeing you up to focus on strategic real-time guidance and building deep product adoption.
• Maintain Flawless Context: You’ll embody the Caring Rebel mindset by keeping a clear, detailed record of account activities, compliance statuses, and technical health metrics in our CRM, ensuring no context is lost and converting live-environment customer feedback into actionable insights for our product teams.

What Sets You Up for Success:

• Show Strong Technical & Telecom Smarts: You bring 2 years of experience in technical support or a customer-facing onboarding role. You pick up new systems rapidly, understand how data flows across integrations, and thrive in an environment where technology and workflow routing models are constantly evolving.
• Demonstrate Your Hospitality Heart: Proven high emotional intelligence and trust-building skills. You are an Empathy Champion, capable of calming a stressed hotelier during a high-pressure launch, ensuring they feel fiercely protected and genuinely cared for even when dealing with dry telecom compliance.
• Thrive in Fast-Paced Complexity: Strong organizational and proactive skills. You can gracefully balance a schedule of dedicated customer follow-ups alongside an active, immediate support queue without losing your cool.
• Cross-Functional Alignment: Ability to synthesize complex, live-environment feedback and share distinct customer insights across Sales, Product, and Support teams to drive overall client retention.
• Languages: Spanish and/or Portuguese

Recommended Skills to Stand Out:

• Hands-on experience navigating the WhatsApp Business API (template approvals, account connectivity).
• Familiarity with the labyrinth of A2P 10DLC compliance or carrier number porting processes.
• Direct experience working within Twilio or similar CPaaS platforms.