Self-Service/Onboarding Fulfillment Specialist

Job description

**About StarRez** StarRez is the global leader in student housing software, providing innovative solutions for on and off-campus housing management, resident wellness and experience, and revenue generation. Trusted by 1,400+ clients across 25+ countries, StarRez supports more than 4 million beds annually with its user-friendly, all-in-one platform, delivering seamless experiences for students and administrators. With offices in the United States, Australia, the UK, and India, StarRez blends the robust capabilities of a global organization with the personalized care and service of a trusted partner. **About the Role:** We’re looking for a sharp, detail-oriented professional who is passionate about enabling self service within the College Pads PMC customer base. You will help scale how we onboard and support clients through automation, process optimization, and improve how ongoing client operations are delivered. You will work closely with Customer Success, Renewals, and Customer Operations to turn manual processes into scalable, self-service experiences. Your focus will be on improving data accuracy, increasing automation, and expanding CSM capacity by reducing manual, repeatable work. Over time, this role is expected to evolve into a Customer Success Operations function with greater ownership of systems and tooling. **What You Will Own :** **Onboarding Operations & Process Execution-** • Support and execute onboarding workflows designed by Customer Operations • Identify inefficiencies and recommend scalable improvements • Translate manual processes into structured, repeatable systems **Self-Service & Workflow Automation-** • Build and maintain forms, templates, and workflows that enable self-service onboarding and updates • Identify and implement opportunities to automate repetitive tasks • Partner with internal teams to test and roll out automation and AI-driven solutions **Data Accuracy & Listing Management-** • Own the quality and consistency of listing data, including content, photos, and integrations • Monitor incoming data and enforce defined quality standards • Improve data intake processes to reduce errors and manual cleanup **CSM Leverage & Operational Support-** • Act as an operational extension of the CSM team by owning repeatable, process- driven work • Increase CSM capacity by reducing manual tasks and standardizing workflows • Support customer-facing deliverables through clear written communication, templates, and onboarding materials **Process Documentation & SOP Management-** • Create and maintain clear, structured SOPs for onboarding and operational workflows • Continuously update documentation as tools and processes evolve • Ensure processes are scalable, repeatable, and accessible across teams **Required Qualifications:** • 2+ years of experience in operations, onboarding, customer success support, or similar roles in a SaaS or tech-enabled environment • Strong written communication skills with the ability to create clear, structured, customer-facing content • Highly detail-oriented with strong process discipline and organizational skills • Experience working with systems such as CRM, CSP, CMS, or similar tools • Comfortable working independently in a remote, asynchronous environment • Strong problem-solving mindset with a focus on efficiency and scalability **Preferred Qualifications:** • Experience with Salesforce, HubSpot, Vitally, or similar CRM/CSP platforms • Experience supporting or building onboarding or self-service systems • Familiarity with automation tools (e.g., Zapier, Make, HubSpot workflows) • Exposure to AI tools for workflow automation, content generation, or data validation • Basic technical curiosity or experience working with APIs, integrations, or structured data workflows • Experience in SaaS, marketplaces, or data-heavy environments **Reasons to join our Team:** StarRez is not just a workplace—it’s a place to belong, build, and grow. • A Culture That Lasts: Many of our team members have been with us for 20+ years—a testament to our people-first philosophy.• Global Impact, Local Ownership: Join a team that spans across Australia, the USA, the UK, and Canada, working on industry-leading solutions, while building the centre up from ground up. • Long-Term Vision: We’re not here for short-term gains. We invest in our people for the long haul, creating an environment where you can grow, lead, and thrive. • Innovation with Stability: Backed by Vista Equity Partners, we combine the agility of a scaling SaaS company with the stability of long-term industry leadership. • Z-Factor: We take pride in our culture of passion, care, and high performance. The Z-Factor defines how we support our teams, foster growth, and ensure that everyone at StarRez thrives. Even if you don't have all of the Preferred Qualifications listed above, but feel you have what it takes to succeed in the role, we would love to hear from you! StarRez is an equal opportunity employer.