Client Support Specialist - Onboarding & Implementation

About sojo

sojo keeps vacation rental properties stocked with guest amenities — toiletries, kitchen essentials, coffee, paper goods — without the property manager lifting a finger. Our platform connects to their reservation calendar, builds the right kit for each stay, and delivers it before every turn. No more spreadsheets, no more last-minute runs to Costco, no more guessing what goes where. 600+ property managers use sojo across 75,000+ properties, and we're just getting started. We're a small, collaborative team that moves fast and builds together.

Overview

We are hiring a Client Support Specialist to join our Support team with a focus on onboarding and implementation. You'll start by building a strong foundation on sojo's Support team – learning our platform, products, and client workflows inside and out – and then put that knowledge to work alongside our Onboarding team, helping new clients get set up, trained, and running smoothly. This role adds support-side expertise and extra capacity to the onboarding experience, so new clients get fast, knowledgeable help from day one and the move from onboarding into ongoing support feels seamless. If you’re organized, tech-savvy, and love helping clients succeed, we’d love to hear from you.

What You'll Own

• Support Foundation: Start on our Support team, training across client tickets, order questions, and product and platform troubleshooting to build a deep understanding of how sojo works for our clients.
• Onboarding Support: Partner with our Onboarding team to help new clients get up and running – assisting with account setup, product selection, and implementation tasks so every launch stays on track.
• Configuration & Setup: Assist clients in configuring their accounts, integrating third-party tools, and customizing settings based on their property needs.
• Client Training & Education: Help deliver virtual training sessions and walkthroughs for property managers and staff, reinforcing platform features and best practices.
• Client Communication: Be a friendly, responsive point of contact for client questions during and after onboarding, providing clear guidance and resolving concerns quickly.
• Onboarding-to-Support Handoff: Help create a smooth transition from onboarding into ongoing support, making sure client details, configurations, and open items are captured and followed through.
• Process Improvement: Use insights from support tickets to spot common onboarding friction points and share ideas that streamline workflows and enhance the client experience.
• Collaboration: Work closely with Onboarding, Customer Success, Sales, and Product teams to ensure client needs are met and feedback is relayed for product improvements.
• Documentation & Reporting: Maintain accurate ticket and client records, and contribute to help center articles, training materials, and FAQs that improve the onboarding and support experience.

What We're Looking For

• 2+ years of experience in customer support, client onboarding, implementation, customer success, or a related client-facing role, preferably in SaaS or property technology.
• Comfortable working in a fast-paced, constantly evolving startup environment with the ability to adapt to changing priorities.
• Strong communication and interpersonal skills with a customer-first mindset.
• Ability to explain complex software concepts in a simple, user-friendly manner.
• Experience supporting and training clients virtually via Zoom, Teams, phone, or email.
• Detail-oriented with excellent time management and organizational skills.
• Familiarity with CRM tools (e.g., HubSpot, Salesforce) and ticketing systems (e.g., Zendesk) is a plus.
• Eager to learn and grow into a go-to resource for onboarding and implementation.

Location: This is a remote role. Candidates can work remotely from any location within the four U.S. time zones in the lower 48 states.

Compensation

Base salary of $70,000 to $80,000, depending on experience, plus a 15% annual target bonus.

Benefits

We offer a competitive compensation package as well as Medical, Dental, Vision Insurance and 401(k).

sojo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.