PawnMate is a rapidly growing SaaS company delivering modern, cloud-based point-of-sale software for pawnshops, buy/sell stores, and FFL (firearm) dealers. We are seeking a high-performing Customer Onboarding Specialist to join our team on-site and take ownership of the customer onboarding experience.

This role is critical to our growth. You will be responsible for ensuring new customers are successfully implemented, trained, and fully confident using PawnMate. The ideal candidate is proactive, highly organized, and excels at building trust with customers while driving outcomes.

• Exceptional communication skills (clear, confident, and professional)

• Ability to lead structured onboarding and training sessions

• Strong project management and time management skills

• Ability to simplify complex systems into easy-to-understand steps

• Problem-solving mindset with the ability to think independently

• High attention to detail and follow-through

• Strong interpersonal skills and ability to build rapport quickly

• Comfortable working in a fast-paced, growth-oriented environment

• 2+ years experience in customer onboarding, customer success, or SaaS support

• Proven ability to manage multiple clients and onboarding timelines simultaneously

• Experience leading live training sessions (Zoom or in-person)

• Strong technical aptitude and ability to learn software quickly

• Experience with CRM systems or SaaS platforms is preferred

• Experience in pawn, retail, or FFL industries is a strong asset

• High school diploma required

• Post-secondary education in business, technology, or a related field preferred

• Own the end-to-end onboarding experience for new customers

• Lead onboarding calls, training sessions, and implementation walkthroughs

• Ensure customers are fully set up and confident using PawnMate

• Identify and proactively address onboarding risks or delays

• Manage onboarding timelines and maintain consistent follow-up

• Act as a trusted advisor to customers during the onboarding phase

• Collaborate with internal teams to improve onboarding processes and efficiency

• Contribute feedback to product and leadership teams based on customer experience