Technical Onboarding Manager (Customer Success & Tech Support) - $900 Base + Performance Bonuses

JOB OVERVIEW

We are hiring a Technical Onboarding Manager (TOM) to ensure every new client has a smooth, structured first 48 hours inside our program.

You are the bridge between purchase and success. Your job is to eliminate confusion, solve tech issues, and prepare clients so their 1:1 Coach can focus purely on strategy.

This is a high-accountability, client-facing role. Energy, clarity, authority, and reliability are non-negotiable.

Most of our clients are 45+ years old and many are not tech-savvy. You must stay calm, patient, and fully in control of every call.

BENEFITS

- $900/month guaranteed base (USD)
- Up to $200/month in performance bonuses based directly on your Call Customer Satisfaction (CSAT) and Coach Quality scores.
- Up to $1,400/month total earnings
- Fully remote long-term position
- Clear scorecard and monthly performance reviews
- Structured training on Activation SOP, CRM workflows, and handoff systems
- Career path to Senior TOM, Lead TOM, or Client Success Manager
- 3,600+ clients served since 2019

SCHEDULE

- Full-time, 8 hours per day
- You will be assigned to a fixed 8-hour shift within our main coverage hours: Americas Shift (9 AM–6 PM ET) or APAC Shift (6 PM–2 AM ET).
- Must attend required tea ---------- etings, usually 3pm CET (9 PM PH Time).
- Your schedule must be sustainable long term

RESPONSIBILITIES

- Run structured Activation Calls
- Fully activate every client within 48 hours
- Ensure clients access Kajabi, Slack, AI tools, and all support channels
- Assign the correct 1:1 Coach based on phase, fluency, timezone, availability, and fit
- Build authority for the assigned Coach
- Book Kickoff Calls same day or next day
- Ensure zero no-shows for Kickoff Calls
- Prevent avoidable technical escalations
- Update CRM immediately after each call
- Send clean, structured handoff summaries
- Maintain 24-hour response time in #tech-support (excluding weekends)
- Own the public #tech-support channel; record quick, clear Loom videos to solve ongoing client roadblocks.
- Onboard 20–25 clients per week
- Protect Activation Call calendar capacity
- Eliminate repeated client-facing process errors
- Main goal: Zero confusion for the client. Zero surprises for the Coach.

CORE PERFORMANCE STANDARDS

- 100% of clients activated within 48 hours
- CSAT average 85% or higher
- Zero Kickoff Call no-shows
- 100% CRM accuracy and immediate handoffs
- Accurate calendar management
- Professional, structured communication at all times
- Clear, professional spoken English

REQUIREMENTS

- Strong onboarding or customer support background
- C1-level English or higher
- Calm presence with older or low-tech clients
- Strong judgment under pressure
- Ability to repeat instructions clearly without frustration
- Follows systems and processes without shortcuts
- Advanced Slack usage
- Comfortable with Kajabi, Google Drive, and Zoom troubleshooting
- Willing to learn basic creator tools
- Strong schedule reliability
- Stable high-speed internet with backup connection
- Professional camera, lighting, and background

WE ARE NOT A FIT IF:

- You have a low-energy or hesitant delivery
- You get flustered when non-tech clients get confused
- You struggle to explain technical platforms in simple, everyday language

IDEAL CANDIDATE

- Has handled high-ticket clients
- Explains tech in simple language
- Guides overwhelmed clients step by step
- Protects Coaches from preventable issues
- Organized and detail-focused
- Takes ownership of outcomes
- Wants long-term stability and growth

HOW TO APPLY

Fill in the application form: ---------- /to/nI8lIXV4

Important note: In the Name field, write: “TOM” + Your First and Last Name.

Only shortlisted candidates will be contacted.

P.S. Once hired, you will be contracted under Social Influence Consulting LLC.