Onboarding Specialist

About the Role

As an Onboarding Specialist at NowBookit, you will play a vital role in ensuring new merchants are successfully set up and ready to use our booking and business management system. You will guide merchants through every step of the onboarding process — from initial system setup to live deployment — ensuring they have a smooth, supportive, and confident experience.

You’ll serve as the main point of contact during the onboarding phase, configuring the system to each merchant’s specific needs, providing training and best-practice guidance, and ensuring a seamless transition to a live operational environment.

Key Responsibilities

Merchant Setup & Configuration

• Configure and customize the Now Book It system for new merchants based on their business requirements.
• Walk merchants through the setup process, ensuring all features, integrations, and settings are correctly implemented.
• Troubleshoot configuration issues and ensure data integrity prior to go-live.

Training & Education

• Conduct one-on-one and group training sessions to teach merchants how to effectively use the Now Book It platform.
• Train users on managing their bookings, making changes, and leveraging key system features.
• Develop a clear understanding of each merchant’s goals to tailor training and recommendations.

Project Management

• Manage multiple onboarding projects simultaneously, tracking progress, milestones, and completion timelines.
• Coordinate with internal teams (support, product, and sales) to resolve any issues or escalations during onboarding.
• Maintain accurate records of onboarding activities and merchant configurations.

Merchant Experience & Go-Live

• Serve as the primary point of contact during the onboarding period, ensuring a positive and seamless experience.
• Prepare merchants for go-live, validating that all components are correctly configured and functional.
• Provide post-onboarding support to ensure merchants are confident using the system independently.

Skills & Qualifications

Required:

• Strong Hospitality Experience (Duty Manager and above).
• Strong communication and presentation skills, both verbal and written.
• Exceptional organizational and time management abilities.
• Ability to explain complex technical concepts in simple, user-friendly terms.
• Tech-savvy with a good understanding of web-based platforms and system setup processes.
• Proactive problem solver with a customer-first mindset.

Preferred:

• Experience with booking system implementation.
• Familiarity with CRM tools and customer lifecycle processes.
• Background in customer success, client services, or software implementation.

What Success Looks Like

• Merchants are fully onboarded, confident, and ready to use the Now Book It system within the expected timeframe.
• High merchant satisfaction during and after onboarding.
• Efficient onboarding workflows that contribute to reduced time-to-value.
• Clear documentation and communication across all onboarding projects.