Customer Onboarding Associate, Fresho

• Entry-level candidates with excellent digital literacy and experience in customer-facing roles (hospitality) who are eager to grow their career in SaaS onboarding and implementation
• Candidates who have already started their journey in SaaS/software onboarding, but are looking for greater career growth
• Those looking to transition into onboarding from other roles/experiences in SaaS-such as customer experience (CX), operations, or sales-and want to build deep expertise in customer delivery and implementation
• 1–3 years of relevant experience in customer service roles, such as hospitality or retail
• 0-1 years Client-facing SaaS roles such as onboarding, project management, sales, or similar positions
• Confident communicator with strong relationship-building skills
• Excellent time management and ability to juggle multiple priorities
• Proficient in Excel
• Tech-savvy, with experience using tools like Google Workspace, Trello, Slack. You can pick up our product with ease, and the supporting business systems we use
• A growth mindset with strong problem-solving ability
• Comfortable working in a high-growth, evolving environment

Desirable

• We’re seeking an Onboarding Associate to join the Fresho USA Onboarding Team. In this role, you will facilitate the seamless launch of suppliers onto the Fresho software platform
• If you thrive in a fast-paced, customer-centric environment and enjoy problem solving, this role offers the opportunity to make a significant impact in a growing SaaS business
• You’ll be tech-savvy, skilled at engaging with people from all backgrounds and comfortable working in a high-growth, scale-up environment - you’re ok with navigating some ambiguity and remaining agile
• While you’ll work with data and problem-solve regularly, your core focus will be on supplier-facing onboarding - it’s not a business analyst or back-office role
• During the initial training period (~6–8 weeks), you'll be office-based to set you up for success. Once you are up and running, transition to a hybrid model with the flexibility to work from home 1–2 days per week when not needed in-person
• A glimpse into the week of a Fresho Onboarding Associate
• No two days are quite the same, but here is a high level glimpse into what a week could look like……
• Start your morning reviewing your onboarding pipeline - checking in with suppliers, answering launch-day questions, rescheduling a training, or nudging along a delayed data file
• A new supplier lands in your queue - just handed over from Sales. You dive into scoping: aligning with internal teams, mapping out timelines, and ensuring resourcing and priorities are set for success
• By midweek, you’re onsite at a supplier’s warehouse for a planned launch - helping set up accounting integrations, resolving real-time hiccups, and delivering face-to-face training to get them confident on Fresho
• Back online, you’re running a remote training session with another customer - guiding them through data prep, platform tips, and answering questions to keep their launch moving
• You’re also sharing feedback with the Product team, collaborating cross-functionally, and practising Radical Candor 🤝 - giving and receiving constructive feedback that helps each other and our product evolve
• And of course, you’ll celebrate wins in Slack 🎉
• Serve as the primary contact for customers throughout their implementation journey, ensuring adherence to project timelines, quality standards, and customer satisfaction
• Guide customers from post-sale handoff to system go-live and transition to business-as-usual operations
• Cultivate trust and rapport with customers through authentic interactions, ensuring professional and reliable service delivery
• Serve as a role model within the Onboarding team, championing best practices and fostering a culture of excellence
• You will be tasked with managing many projects or implementations at any one time, and to be successful, you will need to communicate effectively, influence stakeholders, and prioritise tasks, in order to drive positive outcomes for Fresho customers
• Develop comprehensive scoping documents and plans to ensure timely project delivery and seamless solution integration
• Craft communication plans to educate suppliers on optimal practices, maximizing online ordering participation
• Represent the Onboarding team in internal meetings with Sales, Product, Support, and Marketing to ensure alignment and visibility
• Deliver tailored training to supplier teams via virtual sessions or face-to-face during onsite visits
• Support customers with data preparation, platform configuration, and product adoption to ensure a seamless transition
• Guide suppliers through the setup and troubleshooting of accounting and operational integrations
• Respond quickly to technical challenges during onboarding, providing practical solutions or escalating as needed to resolve issues efficiently
• Stay across platform/product updates and tools to ensure customers always receive accurate and up-to-date guidance
• Collaborate with cross-functional teams, including marketing and product development, to enhance customer experience and drive product innovation
• Contribute insights into product development based on user feedback, prioritising enhancements to meet customer needs
• Drive process efficiencies through innovative ideas and proactive change management initiatives, contributing to the continuous growth of the business
• Be a team player by actively contributing to our internal culture—sharing learnings, supporting and empowering peers, and helping to foster a positive, collaborative environment across local and global teams