Onboarding Specialist

About the Role

As an Onboarding Specialist at ezCater, you will play a pivotal role in the growth of the world�s largest corporate catering marketplace. You are the first point of contact for our restaurant partners, serving as their guide, educator, and advocate as they launch their business on our platform. In this remote-friendly position, you will manage the end-to-end implementation process, ensuring that every partner is equipped with the tools, knowledge, and optimized menus necessary to thrive in the competitive workplace catering industry. You are not just setting up accounts; you are building the foundation for long-term strategic partnerships that drive revenue for local businesses and delight our corporate clients across the nation. This role requires a unique blend of project management, technical troubleshooting, and world-class relationship building to ensure every partner feels supported from day one.

Key Responsibilities

• Manage a high volume of new partner implementations, taking restaurant owners from the initial contract signature to their first successful order on the ezCater platform.
• Serve as a subject matter expert on ezCater�s suite of tools, providing comprehensive training sessions to partners on order management, menu updates, and performance analytics.
• Analyze and optimize catering menus for digital conversion, ensuring that items are described accurately, priced competitively, and structured for maximum appeal to corporate buyers.
• Collaborate closely with the Sales and Account Management teams to ensure a seamless handoff and a consistent experience for the partner throughout their lifecycle.
• Troubleshoot technical hurdles during the integration phase, working with internal product and engineering teams to resolve issues related to API connections or portal access.
• Maintain meticulous records within Salesforce to track onboarding milestones, identify bottlenecks in the process, and report on time-to-launch metrics.
• Develop and refine onboarding documentation and resources, such as how-to guides and video tutorials, to empower partners to self-serve and scale efficiently.
• Champion the voice of the partner by gathering feedback during the onboarding phase and sharing insights with the product team to influence our future roadmap.

Qualifications

• At least 2 to 3 years of professional experience in customer success, account management, or technical onboarding, preferably within a SaaS or marketplace environment.
• Exceptional communication skills, with the ability to translate complex technical concepts into simple, actionable steps for non-technical business owners.
• A high degree of empathy and patience, allowing you to build rapport quickly and navigate challenging conversations with professionalism and grace.
• Strong project management capabilities, with a proven track record of managing multiple tasks simultaneously while maintaining strict attention to detail.
• Proficiency with modern business tools, including CRM software such as Salesforce, project management platforms, and video conferencing tools.
• An analytical mindset with the ability to look at menu data and identify trends that lead to better performance and higher conversion for our partners.
• A self-starter mentality, capable of working independently in a fully remote environment while staying connected to a collaborative, fast-paced team.
• Passion for the food and hospitality industry is a significant plus, as is experience working directly with restaurant operators or catering managers.

Benefits

• Competitive compensation package including base salary and equity opportunities in a high-growth food tech leader.
• Comprehensive health, dental, and vision insurance plans designed to support you and your family�s well-being.
• Flexible PTO policy and observed holidays to ensure you have the time you need to recharge and enjoy life outside of work.
• A 401(k) retirement plan with company matching to help you secure your financial future.
• Generous ezCater credits and remote work stipends to keep you fueled and productive in your home office environment.
• Access to professional development budgets and internal mentorship programs to foster your career growth within the organization.
• A diverse, inclusive, and highly collaborative company culture that values transparency, radical helpfulness, and a partner-first mentality.

Required Skills