Onboarding Specialist (Customer Experience)

Responsibilities

• Own and lead the end-to-end onboarding journey for new LATAM customers from kickoff to full activation
• Design and execute tailored onboarding roadmaps, aligning timelines, milestones, and success criteria
• Guide clients through implementation via video calls and email to ensure adoption of key features and workflows
• Apply a consultative approach to help clients translate their HR processes into scalable solutions within the platform
• Act as the primary point of contact during onboarding to ensure alignment and momentum
• Identify risks, blockers, and opportunities, coordinating with Product, Support, and Sales teams to resolve them
• Collect and structure customer feedback to drive actionable improvements for the Product and CX teams

Requirements

• Native Spanish and intermediate English (for regular internal meetings)
• Previous experience in Onboarding, Implementation, Customer Success, or similar client-facing roles
• Strong ownership and a proactive problem-solving mindset
• Consultative and analytical thinking skills to understand complex client processes
• Customer-centric mindset focused on building trust and long-term retention
• Ability to work cross-functionally to unblock issues and manage stakeholder expectations

Preferred Qualifications

• Experience working with SaaS products
• Knowledge of HR processes and workflows

Benefits

• High-growth, multicultural, and friendly work environment
• Hybrid work model with shorter Fridays
• Private health insurance, including nutrition and therapy support
• Wellhub (Gympass) access
• Grocery vouchers, breakfast, and snacks provided
• Language exchange opportunities

About the Company

Factorial is an all-in-one HR software founded in 2016. Our mission is to help SMEs automate HR workflows, centralize employee data, and make better business decisions. We serve thousands of customers across more than 60 countries with a diverse, multicultural team of over 900 people worldwide.