Onboarding and Client Success Specialist

**Overview**
AI Speakly is a fast-growing SaaS blending AI automation with real-estate tech. We’re hiring a **dedicated Onboarding Specialist / Customer Support** pro to launch new clients on our GoHighLevel (GHL) build, walk them through best practices live on Zoom, and handle light support—while identifying smart upsell opportunities.

**Project Type & Hours**

* Long-term contract (ongoing)
* **30–40 hrs/week**
* Experience level: **Intermediate–Expert**

**What You’ll Do**

* Run live client onboardings (screen-share via Zoom), configure GHL, and verify successful setup.
* Teach clients how to use our AI + GHL workflows; document simple SOP tips post-call.
* Triage and resolve **simple** support tickets quickly; escalate thoughtfully when needed.
* Identify and recommend **add-on features** that genuinely help clients hit outcomes.
* Keep CRM notes and status updated after each touchpoint.

**Must-Haves**

* **Strong GHL experience** (sub-accounts, workflows, triggers, calendars, pipelines, integrations).
* SaaS onboarding or customer success background.
* Clear, professional **spoken English** that’s easy for US clients to understand.
* Comfortable on **video** throughout working hours; confident running structured calls.
* Reliable bandwidth, excellent follow-through, and a bias for action.

**Nice to Have**

* Real-estate/CRM domain familiarity.
* Basic troubleshooting across webhooks, calendars, email/SMS, and integrations.
* Upsell/expansion experience inside a success or support role.

**Tools You’ll Use**
GoHighLevel, Google Workspace, ticketing/CS tools, Upwork Zoom.

**Schedule**

* Core collaboration in **US Eastern** hours (some flexibility).
* Consistent availability is key.

**Compensation**

* **Hourly** $7-10/hr.
* Performance-based incentives for qualified upsells (discussed in interview).

**How to Apply (read carefully):**

1. **Attach a 60-second video** (Loom or file upload) explaining why you’re a fit.

* Mention your **GHL experience**, **onboarding wins**, **support workflow**, and any **upsell** examples.
2. Answer the screening questions below in your proposal.
3. Share **2–3 references or case notes** (brief) that demonstrate onboarding or support impact.

**Screening Questions**

1. Briefly describe a recent **GHL onboarding** you led (scope, timeline, result).
2. How do you structure a **30–45 min onboarding call** so clients leave confident?
3. Share an example where you turned a **support need into a value-add upsell**.
4. What are your **working hours** relative to US Eastern? Any constraints?
5. Rate your skill (1–10) across: **Workflows**, **Calendars**, **Pipelines**, **Integrations**, **Support triage**—with one-line evidence for each.

**Success Looks Like**

* Clients go live on time, understand their setup, and book their first wins.
* Tickets are resolved fast, with clean notes and zero back-and-forth.
* Smart, ethical upsells that improve outcomes and retention.

We provide training. However, dure to the urgency in which this position needs to be filled - some GHL experience is a MUST. Apply if you thrive in a high-standards, outcomes-driven environment with real ownership.