Why This Job is Featured on The SaaS Jobs
This Onboarding Specialist role sits in a core SaaS function where product adoption is won or lost: the implementation and early-life customer experience. With Dialpad positioned around AI-powered communications software, onboarding becomes less about basic setup and more about translating a configurable platform into real workflows, training, and change management across customer teams.
For a SaaS career, onboarding work builds a durable mix of skills that travels across categories: requirements discovery, technical configuration, enablement, and structured problem resolution. The remit’s close alignment with Sales, Customer Success, and Support also signals exposure to the full post-sale lifecycle, including how handoffs, escalations, and deployment playbooks evolve as products and customer needs shift.
This position is best suited to professionals who enjoy being the connective tissue between customer goals and product reality, and who can communicate clearly while juggling multiple threads. It will appeal to someone comfortable taking ownership of outcomes, working with defined processes, and developing deep product expertise that can later translate into implementation leadership, solutions consulting, or broader post-sales operations within SaaS.
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.
