Onboarding Specialist, Otter - Los Angeles at Otter

Los Angeles, California, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Restaurant Technology, Food Delivery, HospitalityIndustries

Requirements

1–2 years of experience in onboarding, customer support, or account coordination roles
Business-level fluency in both English and Spanish (spoken and written)
Ability to travel to customers within Southern California
Strong organizational skills with high attention to detail
Effective written and verbal communication skills, especially in customer-facing interactions
Comfortable navigating onboarding platforms, CRM systems, and documentation tools
Self-motivated and proactive in identifying and resolving onboarding issues
Experience using tools like Salesforce, Google Sheets, and Slack
Familiarity with SMB operations or startup environments preferred
Prior exposure to POS systems, integration processes, or digital platform onboarding preferred
Restaurant experience preferred

Responsibilities

Onboarding Execution: Manage onboarding workflows, including account creation, subscription management, and menu configuration, ensuring each customer is set up for long-term success
Customer Communication: Coordinate directly with customers and internal teams (e.g., Sales, Support) to gather necessary information and provide timely updates throughout the onboarding process
Customer Education & Training: Deliver in-depth platform walkthroughs, ensuring customers are fully equipped and confident in using Otter POS independently post-onboarding. May require occasional in-person onboarding
Activation Support: Monitor activation progress within key milestones (e.g., 30-day, EOQ activation targets) and follow up with accounts to address blockers
Documentation & SOP Adherence: Follow standardized processes and maintain accurate logs of each onboarding step in relevant tools (e.g., Salesforce, onboarding trackers)
Issue Resolution: Troubleshoot common onboarding roadblocks and escalate complex issues to the appropriate teams with detailed context
Performance Monitoring: Track personal onboarding performance against SLAs and KPIs and support QA or audit efforts as needed

Skills

Customer Onboarding

Account Creation

Subscription Management

Menu Configuration

Customer Communication

Platform Training

Activation Support

Documentation

SOP Adherence

POS Systems

Otter

Connects parents with vetted babysitters

About Otter

Otter connects parents with qualified babysitters through its online platform, focusing on the childcare industry. The service stands out due to its thorough vetting process for sitters, which includes skills tests, reference checks, and interviews, along with mandatory background checks for both parents and sitters to ensure safety. Parents can book a sitter on short notice, sometimes as little as two hours, making it a convenient option for last-minute childcare needs. The company earns revenue by charging a fee for each booking, which is shared with the sitters, providing them with a flexible income opportunity. With significant backing from prominent venture capital firms, Otter aims to address the demand for reliable childcare services while ensuring a safe environment for families.

San Francisco, CaliforniaHeadquarters

2020Year Founded

$30MTotal Funding

SERIES_ACompany Stage

Social Impact, Consumer GoodsIndustries

1-10Employees

Risks

Increased competition from new platforms offering similar services at lower fees.

Changes in local regulations could increase operational costs and complicate compliance.

Rising concerns about data privacy and security could decrease user trust.

Differentiation

Otter offers a rigorous vetting process for sitters, ensuring safety and reliability.

The platform allows parents to book childcare with as little as two hours' notice.

Otter connects parents with local stay-at-home parents, fostering community-based childcare.

Upsides

Increased demand for flexible childcare solutions due to remote work trends.

Growing interest in last-minute booking options for childcare services.

Venture capital interest indicates strong growth potential for tech-enabled childcare solutions.

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