Digital Onboarding Specialist

Who we are In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that's why we created Otter – to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches. What you'll do Deliver a seamless account activation experience, including software and hardware setup, account creation, configuration, and delivery of credentials to new clients. Manage handoffs from Sales and Success teams to ensure customers are onboarded with their full suite of Otter products. Coordinate product shipments to meet SLA commitments and confirm customer receipt. Serve as the primary customer contact via phone, email, and video calls, providing hands-on training on Otter's tools and systems. Monitor the early customer lifecycle, driving platform adoption and satisfaction while consistently meeting CSAT targets. Collaborate cross-functionally with Sales and Success teams to support implementation success and continuously improve onboarding processes for greater efficiency. Proactively identify and execute process improvements that enhance the overall customer experience. What we're looking for At least 1-3 years of experience in a client-facing role such as customer success, customer support, onboarding, training, or implementation. English proficiency at a C1 level. Strong communication skills with the ability to explain technical processes in a clear, approachable way across phone, email, and video channels. Strong problem-solving skills, a service-oriented mindset, and excellent organizational skills. Preferred: Experience onboarding clients to SaaS platforms or digital tools in a fast-paced environment. Why join us Drive real impact: Be part of a team helping restaurants around the world grow and thrive in the digital delivery space. Own your relationships: Take full ownership of your clients' onboarding experience and see the direct results of your work every single day. Work with purpose: Join a mission-driven team that believes in the joy of serving others — and builds technology to make that possible. Grow with us: At Otter, there's room to grow — personally and professionally — as we scale and take on new challenges together. What else you need to know This role is based in our Bogotá office. As a company driven by innovation and continuous change, close collaboration is essential. We're constantly reimagining our industry, creating new products, and refining our processes — and we do our best work together. That's why all of our office-based teams work onsite, five days a week. Ready to join us as we serve those who serve others? #LI-Onsite