Why This Job is Featured on The SaaS Jobs
This Onboarding Specialist role sits in the Professional Services layer of a SaaS business, where product value is proven or lost in the first weeks of adoption. With Dialpad positioned around AI-powered communications software, onboarding is less about basic setup and more about guiding customers through configuration choices, training paths, and early problem resolution that influence renewal outcomes.
For a SaaS career, onboarding work builds a practical understanding of how implementations, enablement, and support intersect across the customer lifecycle. The remit described implies frequent coordination with Sales, Customer Success, and Support, which develops the cross-functional habits that translate well into implementation consulting, solutions engineering, customer success management, or operations roles. It also strengthens the ability to turn customer pain points into repeatable deployment and change management improvements.
This position is best suited to professionals who enjoy structured delivery, clear communication, and methodical troubleshooting in customer-facing settings. It fits someone who is comfortable running training sessions, documenting requirements, and staying accountable to timelines while working with multiple stakeholders. The hybrid setup in Pasig City also signals a role for candidates who value in-person collaboration alongside focused execution time.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Your Role
As an Onboarding Specialist, you are at the crux of customer interaction and enablement, supporting and troubleshooting your product area and technical implementations. Simply put, you are the first line of defense and an expert in the products we offer. You are motivated to help our customers achieve their objectives by buying into our advanced AI-powered products.
Your combined problem-solving, relationship-building, and communication skills will be crucial for hearing our customers' pain points and understanding where our product can address them.
Dialpad’s Professional Services team plays an essential role in educating customers on Dialpad products. This team closely aligns with Sales, Customer Success, and Support to continually improve our product deployment and change management processes.
This position reports to our Senior Manager, Customer Onboarding, and has the opportunity to be based in our Pasig City, Metro Manila Office. It's a Hybrid working
What You'll Do
- Facilitate onboarding deployment for new customers and products purchased.
- Host end-user and admin training sessions for customers to educate them on Dialpad products and assist with change management.
- Provide detailed walkthroughs and train new customers with implementation and portal setup.
- Deliver quality onboarding in a timely manner by analyzing needs, collaborating with others, and resolving customer issues through discovery and replication.
- Drive customers to implement best practices.
- Clearly communicate product configuration setup requirements and expectations with customers.
- Act as the customer's escalation point for any onboarding-related issues.
- Work on ad-hoc tasks as necessary.
Skills You'll Bring
- At least 2-3 years of working experience in Customer Onboarding, Software Implementation, and Account Management.
- At least 1 year of experience configuring, updating, and supporting VOIP solutions.
- Preferably with experience in chat, handling multiple windows.
- Excellent English communication skills.
- Strong customer service orientation.
- Ability to work independently with minimal management guidelines.
- Organized, detail-oriented, and self-motivated.
- Able to work US core hours while 100% on-camera in a dedicated, technically enabled remote workspace that supports team meetings, client interactions, and collaborative sessions.
- Experience with telecommunication or SaaS providers required.
- Excellent internet connectivity required.
