Sales Onboarding Specialist – SaaS E-commerce
Are you the kind of person who thrives under pressure, solves problems before they're problems, and gets a thrill from helping customers succeed?
At Rep AI, we're hiring a tech-savvy, analytical, and proactive Onboarding Specialist to lead new customers through the first and most critical phase of their journey. This isn’t a button-pushing role. It’s a high-ownership, cross-functional position at the heart of our fast-moving startup.
About Rep AI
Rep AI is transforming how e-commerce stores convert traffic into revenue using real-time AI sales agents. We empower Shopify brands to engage shoppers like a human rep — at scale — using behavioral intelligence and smart automation. From PDP to checkout, Rep AI drives lift where it matters most: conversion rate, AOV, and revenue.
Role Overview
As an Onboarding Specialist, you’ll be the first post-sale contact after the AE closes the deal. Your job is to activate and deliver value to the customer during the pre-payment window — setting up Rep AI, customizing the assistant, and proving ROI fast. Once the customer goes live and confirms value, they move to the CS team for long-term success.
This role is part technical setup, part coaching, part conversion — you help the customer say “yes” again, this time with their wallet.
Your Mission
- Deliver a frictionless post-sale onboarding experience.
- Ensure the customer gets to first value before payment.
- Enable a seamless transition to CSM upon activation and billing.
Key Responsibilities
1. Setup & Technical Implementation
- Guide customers through Rep AI installation and configuration:
- Shopify connection
- Event tracking setup
- Assistant design (voice, tone, behavior)
- Troubleshoot setup blockers and escalate where needed.
2. Value-Driven Enablement
- Coach customers on prompt flows, behavioral playbooks, and site strategy.
- Share examples and benchmarks to help them visualize what “good” looks like.
- Push toward a first win (e.g., first conversion, first high-value chat, uplift test).
3. Conversion Optimization (Pre-Payment)
- Serve as an internal advocate: help customers realize Rep AI's revenue potential before billing.
- Surface early signals of ROI using reports, screen recordings, or session insights.
- Reinforce value and urgency leading into payment trigger.
4. Handoff to CSM
- Once the customer pays or reaches activation threshold, deliver a clean, well-documented handoff to Customer Success.
- Join a transition call if needed to support continuity.
What You’ll Be Measured On
- Time-to-live (from AE handoff to assistant going live)
- % of accounts reaching first conversion or first-value milestone pre-payment
- Conversion rate from onboarding to paid account
- Internal handoff quality and CSAT (Customer Satisfaction Score)
Ideal Background
- 2+ years in onboarding, implementation, or technical customer support
- SaaS experience (bonus if in e-commerce, CX, MarTech, or AI)
- Shopify familiarity a strong plus
- Solid technical aptitude — not afraid to dive into setup, GTM, or tags
- You’re customer-obsessed, high-energy, and thrive under short timelines
Why This Role Matters
You’re the first step in transforming interest into real value. Our product works — and your job is to prove it fast, without friction. You’ll be at the center of product-market fit, conversion strategy, and retention — setting the tone for long-term success.
You will get
Supportive team environment, flexible schedule. Add to that a competitive salary, best-in-class benefits package, which includes medical, life, dental & vision, 401(k) with company match, paid time off, and career growth opportunities
Share with your peers
Interested in joining the Rep Team?
Shoppers deserve a better experience—so let's give it to them. Conversational commerce is the future of shopping. Join us.
