Build and refine onboarding playbooks and documentation
Track onboarding metrics and identify improvement patterns
Benefits
Opportunity to make a significant impact in the fast-growing restaurant technology space
Supportive and collaborative work environment
Remote-first company culture with no onsite requirements
Full Job Description
What You'll Do:
Owning the end-to-end onboarding experience for new restaurant customers, from kickoff through go-live
Configuring and testing each account so Hostie reflects the restaurant's voice, menu, hours, and policies accurately from day one
Communicating clearly and warmly with restaurant owners and staff - many of whom are not technical - via email, phone, and text
Troubleshooting setup and integration issues (POS, reservations, and other platform connections) and knowing when to loop in product or engineering
Managing multiple onboardings concurrently without letting any one account fall behind
Building and refining onboarding playbooks, templates, and documentation so the process gets faster and more consistent as we grow
Partnering with Sales and Customer Support to ensure a smooth handoff both into and out of onboarding
Tracking and reporting on onboarding metrics (time-to-go-live, completion rate, early activation) and flagging patterns that could improve the process
What We're Looking For:
You have 2-4+ years of experience in B2B SaaS Implementation or Customer Onboarding
Excellent written and verbal communication skills, with a kind, empathetic, customer-first approach
Highly organized and process-oriented - you build structure rather than wait for it
Comfort with ambiguity and an early-stage environment where processes are still being defined
A "thinks scalably" mindset - you solve the problem in front of you while also asking how to make it repeatable
Familiarity with CRM/support tools (e.g., HubSpot, Salesforce, Intercom, or similar); hospitality tech experience (POS, reservations, or restaurant software) is a strong plus
Why Join Us:
A fast-growing market, and a chance to make a real impact: The restaurant technology space is expanding quickly, driven by rising demand for digital operations, reservations, and guest experience tools - and restaurants are under more pressure than ever to modernize. You'll join a lean, high-growth team where your work directly shapes how restaurants run better and where individual contributions have outsized impact on the business and the success of the customers we support.
Collaborative environment: You'll receive support and guidance from experienced colleagues and managers, helping you learn, grow, and achieve your personal/professional goals.
What Else You Need to Know:
The yearly total cash compensation for this role is $75-$90k. Actual compensation will be determined on an individual basis and may vary depending on location, experience, skills, and qualifications. Base salary is just one part of your total rewards package - full-time positions are also eligible for equity awards and benefits.
Hostie is a remote-first company. Our HQ is in San Francisco, CA but our team is fully distributed with no onsite requirements.
