Job Description

We are a global team of 130+ awesome people working from over 40 countries around the globe. We hire globally, you work locally – in the heart of London, a beach outside of São Paulo, or a quiet village near Florence, the choice is yours. Every few months we travel to meet up somewhere in the world and spend some quality time together. We place a huge amount of trust in our people, and we measure the outcomes rather than the work itself. Our values fuel our results.

The Role

As an Onboarding Specialist, you will be responsible for guiding new customers through the onboarding process to ensure a smooth and successful adoption of our products. Your work will directly impact customer retention, engagement, and overall satisfaction.

Your responsibilities will include:

• Providing product training and support to new customers, assisting with setup, and addressing questions or concerns.
• Developing and implementing tailored onboarding programs to improve customer adoption and engagement.
• Monitoring customer progress, gathering feedback, and refining the onboarding experience based on insights.
• Organizing and conducting training sessions for audiences of various sizes.
• Creating and maintaining onboarding materials and resources to enhance customer success.
• Collaborating closely with sales, product, and support teams to improve the overall customer journey.
• Sharing customer insights with the product team to drive in-app improvements.
• Supporting the Customer Success Manager in their absence.

About You

We’re looking for someone who thrives in customer interactions and is passionate about delivering a seamless onboarding experience. If you’re proactive, adaptable, and eager to help customers succeed, this role is for you!

To be successful in this role, you’ll need:

• Experience: 1-2+ years in a customer-facing role (customer service, sales, or onboarding), ideally in a SaaS company.
• Product Mastery: Ability to become proficient in Toggl’s suite of products and align technical discussions to customer needs.
• CRM Proficiency: Experience with CRM tools (HubSpot experience and workflow automation are a big plus).
• Collaboration Skills: Ability to work cross-functionally with marketing, product, sales, and customer success teams.
• Customer-Centric Mindset: Experience in delivering client-focused solutions tailored to customer needs.
• Problem-Solving Approach: Proactive mindset in spotting areas for improvement and taking initiative.
• Communication Excellence: Outstanding written and spoken English skills (additional languages are a plus).
• Presentation Skills: Confidence in delivering engaging and effective onboarding sessions.
• Adaptability & Time Management: Ability to work under pressure, meet deadlines, and adjust to different situations.
• Self-Motivation: Highly organized, able to prioritize tasks, and work independently while contributing to team success.

This role is designed for an outstanding customer care specialist with the ambition to grow into a Customer Success Manager over time.

If this sounds like the next step in your career, we’d love to hear from you!

Benefits

• Freedom to choose when and how much you work – we only measure results
• 24 days of paid time off a year, plus your local holidays
• Unlimited sick leave
• In-person meetups for team-building (expenses covered)
• 4-6 weeks paid sabbatical (depending on the tenure)
• Laptop budget up to €2,500 and it renews every 3 years
• €2,000 budget to set up your home office, and additional €300 every year after 3 years of tenure
• €3,000 per year for co-working space membership and/or internet service at home
• €4,000 per year contribution to use for training, workshops, and conferences
• €2,400 per year contribution for any equipment or services to improve and/or maintain your physical and mental health
• Support for buying tools you need for doing your best work (even eyeglasses if you need a new pair)