Onboarding Specialist

About Phorest

Phorest powers 11,000 hair and beauty salons using our software across the globe. Our aim is to capture 25% of the market globally – that’s one million salons and a billion-dollar company.

We are growing and would like to add a new member to our team. You will join a group of highly motivated individuals, to help us grow Phorest faster.

The Opportunity

This role plays a pivotal part in shaping first impressions, helping salon owners adopt Phorest successfully, and setting them up for long-term success.

As a trusted advisor, the Onboarding Specialist guides new clients through setup, training, and adoption of software and key features, ensuring each salon realises the full value of the platform. The role combines customer service excellence, technical know-how, and strong communication skills to deliver a best-in-class onboarding experience that drives satisfaction, retention, and advocacy.

What You'll Do

Client Onboarding & Implementation

• Manage the onboarding journey for all new client accounts within established monthly targets.

• Coordinate setup, configuration, and implementation of Phorest software tailored to each salon’s operations.

• Ensure each salon achieves successful adoption of all applicable features

• Conduct engaging onboarding sessions, workshops, and demonstrations through instructor-led training (ILTs) and encourage the use of Phorest Academy

• Work collaboratively with salon owners and key staff to define goals and deliver a strong foundation for success.

Customer Experience & Relationship Building

• Build trust and rapport with new clients, serving as their dedicated onboarding contact and early success partner.

• Provide responsive, solution-oriented support to resolve onboarding challenges quickly.

• Conduct “Graduation” calls with salon owners to review achievements, confirm satisfaction, and transition them seamlessly to the Grow Team.

• Actively listen to client feedback and ensure continuous improvement in onboarding processes and client engagement.

• Deeply understanding the customer's needs and finding solutions.

Deliverables

• Successful onboarding of 100% of forecasted client accounts each month, ensuring go-live occurs within agreed timelines without compromising quality.

• Completion of onboarding milestones within agreed timelines.

• Client and Staff Platform Mastery: Validation that all clients are proficient in using Phorest and that all staff are confident with the platform's core functions ahead of the go-live day.

• High customer satisfaction (CSAT) and positive feedback scores during and post-onboarding.

• Increased adoption of key Phorest features across all newly onboarded salons.

• Smooth and documented client handoff to the Grow Team following Graduation calls.

Who You Are

Skills

• 2-4 years’ experience in a client-facing, onboarding, or customer success role.

• Experience in the salon industry or with scheduling/management software (advantageous).

• Strong organisational and multitasking skills with the ability to manage multiple client journeys concurrently.

• Excellent communication, presentation, and interpersonal skills.

• Proficiency in CRM or onboarding tools; familiarity with Gainsight is a plus.

• Proven problem-solving ability and ownership in resolving client issues.

• High empathy, patience, and adaptability when engaging diverse clients.

• Self-motivated and capable of working independently in a remote environment.

Competencies

• Customer Focus: Dedicated to delivering exceptional service and ensuring client success.

• Accountability: Takes ownership of onboarding outcomes and client satisfaction.

• Communication: Clearly explains complex topics and actively listens to client needs.

• Collaboration: Works effectively across teams to deliver a seamless onboarding experience.

• Empathy: Builds trust and connection with clients through understanding and support.

• Resilience: Maintains positivity

Benefits

🧘 Your wellbeing is important to us - we provide 2 Wellness Days, and an employee assistance program.

💰 As part of our Financial Wellbeing, we provide competitive Compensation, and an Employee Share Purchase Scheme.

🦸‍♀️ We support the women who work in Phorest by offering 2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause.

🍼 We care for your family and provide Enhanced Maternity and Paternity Benefits. 

🌳 We grow our own timber! We provide a great learning environment and extensive development opportunities. We run development programs and provide access to many online resources including LinkedIn learning.

🏠Moving house? Phorest employees get 3 moving days.

Phorest is an equal opportunity employer. For this position, flexi-time and working from home is possible. We are also open to remote work. Get in touch to ask for more information or to chat about your future with Phorest!

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalised folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.