Onboarding & Member Success Coach

Job description

**This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for an Onboarding & Member Success Coach based in South Africa.** In this role, you will help new members get started confidently and make the most of a digital learning and development platform. You will guide employees from corporate client organizations through personalized onboarding sessions, introducing them to relevant training opportunities and platform features. Your mission will be to create a welcoming and engaging first experience that encourages members to take an active role in their learning journey. Through friendly communication, tailored guidance, and proactive follow-up, you will help users identify the training opportunities that best match their needs. You will also contribute valuable feedback to improve the onboarding experience and overall member satisfaction. This is a flexible, fully remote freelance opportunity within a collaborative, people-focused environment. ### Accountabilities: - Conduct short, personalized onboarding and coaching sessions with new members to introduce them to the platform and its learning opportunities. - Guide users through the platform, explain its features, and help them identify relevant training courses based on their interests and development goals. - Encourage member engagement and activation by motivating users to explore available resources and book their first training session. - Act as the primary point of contact for members during their initial onboarding experience, providing timely guidance and support. - Understand individual learning preferences and challenges, adapting communication and recommendations to different user needs. - Identify common questions, onboarding difficulties, and engagement barriers, sharing actionable feedback with internal teams to improve the member experience. - Contribute to a positive, supportive learning environment by ensuring every member feels welcomed, informed, and motivated. ## Requirements: - Excellent verbal and written communication skills, with the ability to explain information clearly, engage users, and build positive relationships. - A strong customer-oriented mindset and genuine interest in helping people access learning opportunities and achieve their development goals. - A proactive and self-motivated approach, with the ability to take initiative, anticipate user needs, and follow through on tasks. - Basic technical proficiency and confidence using digital platforms, online tools, and communication software. - Strong interpersonal skills, empathy, and the ability to understand different learning needs and adapt your approach accordingly. - Reliability, organization, and the ability to work independently while contributing effectively to a collaborative team. - Nice to have: Previous experience in coaching, onboarding, training, customer support, or member success. - Nice to have: Familiarity with learning management systems, HR technology, SaaS products, or digital training platforms. - Nice to have: An interest in professional development, communication, coaching, and personal growth. ## Benefits: - Fully remote collaboration, offering the flexibility to work from anywhere. - Flexible working hours that can be adapted to a freelancer's schedule. - Opportunity to contribute to a meaningful, people-centered learning and development product. - Collaboration with an experienced, friendly team in a supportive environment with flat hierarchies. - Free access to the platform's training courses and lea