Client Onboarding & Operations Specialist
Remote - Full-Time - Schedule: 7:00 PM–3:00 AM Beirut Time - Salary:$2,000
Company Overview
The company is a performance-focused marketing partner that helps e-commerce brands grow through strategic paid social and creative execution. It combines data-driven decision-making with compelling creative to drive measurable outcomes and builds reliable systems for scaling performance. The team values clarity, ownership, accountability, and high-quality execution in a collaborative, fast-moving remote environment.
Mission
This position seeks a Client Onboarding & Operations Specialist to guide new clients through a seamless transition after a deal closes. Serving as the primary point of contact, you will deliver clear instructions and ongoing support to ensure rapid, accurate onboarding. You will be responsible for managing the entire setup process from initial contract signing to final team handoff. Key duties include navigating platform settings, managing documentation, and keeping workflows organized. Strong proactive communication skills and exceptional attention to detail are essential to creating an outstanding first impression. Ultimately, this role ensures every client is fully prepared, integrated, and ready for long-term service delivery.
Key Responsibilities
- Contact newly closed clients promptly and introduce them to the onboarding process.
- Schedule and conduct Zoom onboarding calls.
- Clearly explain expectations, required information, and next steps to new clients.
- Ensure service agreements and required onboarding documents are signed.
- Guide clients through granting access to Meta Business Manager, ad accounts, Facebook pages, pixels, Shopify, email platforms, Postscript, and other required systems.
- Troubleshoot access, permission, integration, and setup issues across Meta, Shopify, email, SMS, and other platforms.
- Follow up consistently with clients to ensure onboarding steps are completed within expected timeframes.
- Follow internal onboarding checklists in Notion and check off each requirement as completed.
- Keep client records, onboarding statuses, assigned team members, and outstanding requirements accurate and up to date in Notion.
- Assign and provide the correct Media Buyer/Account Strategist with access to client accounts, assets, and internal resources.
- Create and organize each client's Discord category and channels according to required company structures.
- Ensure clients are added to the correct communication channels and know how to use them.
- Connect clients to appropriate team members and ensure a clear handoff from onboarding to service delivery.
- Set up templated email and SMS automated flows after client onboarding is approved, following existing templates and SOPs accurately.
- Monitor client communication in Discord, responding promptly to basic questions and routing advanced inquiries to the appropriate Account Strategist.
- Communicate onboarding progress, missing requirements, delays, and technical issues clearly to the internal team.
- Confirm onboarding is fully completed before marking the client as active and handing them over to the delivery team.
- Update client statuses in Notion throughout their lifecycle, including marking clients as churned and completing internal offboarding updates when services end.
- Ensure client records, Discord channels, account assignments, and internal systems remain accurate and organized.
Qualifications
- 1+ year of experience in client onboarding, account management, or operations, preferably within a digital agency or e-commerce setting.
- Practical familiarity with Meta Business Manager, Shopify, and marketing platforms (email/SMS tools like Postscript).
- Hands-on experience using Notion for process tracking and record-keeping.
- Experience using Discord for client and team communication, including channel and category organization.
- Proficient in conducting client video calls via Zoom.
- Basic understanding of setting up templated email and SMS automated flows.
- Ability to follow established SOPs and checklists with high accuracy.
- Strong written English and professional communication skills suitable for a Western business environment.
- Reliable, responsive, and able to manage multi-step onboarding workflows independently.
Skills & Competencies
- Exceptional organization and time-management skills.
- Strong attention to detail and accurate record-keeping habits.
- Technical troubleshooting skills for platform access, permissions, and integrations.
- Proactive follow-up habits to keep onboarding moving on schedule.
- Clear, prompt, and customer-focused communication.
- Strong sense of ownership over the client onboarding lifecycle.
- Ability to handle straightforward client questions directly and route complex issues appropriately.
Technical Requirements
- Own PC or laptop with reliable performance for running Notion, Discord, Zoom, and web browsers smoothly.
- High-speed, reliable internet connection.
- Proper desk/workstation suitable for remote client calls and operations.
- Noise-cancelling headset and a quiet workspace for conducting onboarding calls.
- Confident use of Notion, Discord, and Zoom.
- Familiarity with Meta Business Manager, Shopify, email platforms, and Postscript.
Position Description
- Working Hours: 7:00 PM–3:00 AM Beirut Time / 9:00 AM–5:00 PM PST
- Working Days: 5 days a week
- Days Off: Saturday and Sunday
- Work Location: Fully remote
- PTO: Flexible PTO with a standard 1-week advance notice for planned time off. Sick days and reasonable appointments are handled flexibly.
- Lebanese national holidays policy.
- Salary: $2,000/month