Onboarding Specialist at Dialpad

Pasig City, Metro Manila, PhilippinesFull-time152 - Customer OnboardingPosted 11 days ago

About the Role

<div class="content-intro">About Dialpad Dialpad is the AI-native business communications platform. We unify calling, messaging, meetings, and contact center on a single platform - powered by AI that understands every conversation in real time. More than 70,000 companies around the globe, including WeWork, Asana, NASDAQ, AAA Insurance, COMPASS Realty, Uber, Randstad, and Tractor Supply, rely on Dialpad to build stronger customer connections using real-time, AI-driven insights. We’re now leading the shift to Agentic AI: intelligent agents that don’t just analyze conversations but take action by automating workflows, resolving customer issues, and accelerating revenue in real time. Our DAART initiative (Dialpad Agentic AI in Real Time) is redefining what a communications platform can do. Visit <a href="https://dialpad.com/">dialpad.com</a> to learn more. Being a Dialer At Dialpad, AI isn’t just a feature; it’s how our teams do their best work every day. We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more. We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves. We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic.</div>Your Role As an Onboarding Specialist, you are at the crux of customer interaction and enablement, supporting and troubleshooting your product area and technical implementations. Simply put, you are the first line of defense and an expert in the products we offer. You are motivated to help our customers achieve their objectives by buying into our advanced AI-powered products. Your combined problem-solving, relationship-building, and communication skills will be crucial for hearing our customers' pain points and understanding where our product can address them. Dialpad’s Professional Services team plays an essential role in educating customers on Dialpad products. This team closely aligns with Sales, Customer Success, and Support to continually improve our product deployment and change management processes. This position reports to our Senior Manager, Customer Onboarding, and has the opportunity to be based in our Pasig City, Metro Manila Office. It's a Hybrid working What You'll Do <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Facilitate onboarding deployment for new customers and products purchased.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Host end-user and admin training sessions for customers to educate them on Dialpad products and assist with change management.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Provide detailed walkthroughs and train new customers with implementation and portal setup.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Deliver quality onboarding in a timely manner by analyzing needs, collaborating with others, and resolving customer issues through discovery and replication.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Drive customers to implement best practices.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Clearly communicate product configuration setup requirements and expectations with customers.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Act as the customer's escalation point for any onboarding-related issues.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Work on ad-hoc tasks as necessary.</li> </ul> Skills You'll Bring <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">At least 2-3 years of working experience in Customer Onboarding, Software Implementation, and Account Management.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">At least 1 year of experience configuring, updating, and supporting VOIP solutions.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Preferably with experience in chat, handling multiple windows.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Excellent English communication skills.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Strong customer service orientation.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Ability to work independently with minimal management guidelines.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Organized, detail-oriented, and self-motivated.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Able to work US core hours while 100% on-camera in a dedicated, technically enabled remote workspace that supports team meetings, client interactions, and collaborative sessions.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Experience with telecommunication or SaaS providers required.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Excellent internet connectivity required.</li> </ul><div class="content-conclusion">Why Join Dialpad <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Work at the center of the AI transformation in business communications</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Build and ship agentic AI products that are redefining how companies operate</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Join a team where AI amplifies every employee’s impact</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Competitive salary, comprehensive benefits, and real opportunities for growth</li> </ul> We believe in investing in our people. Dialpad offers competitive benefits and perks, cutting-edge AI tools, and a robust training program that help you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, repeatedly recognized as a <a href="https://www.greatplacetowork.com/certified-company/7007999#:~:text=91%25%20of%20employees%20at%20Dialpad,a%20typical%20U.S.-based%20company.&text=Source:%20Great%20Place%20To%20Work%C2%AE%202021%20Global%20Employee%20Engagement%20Study.&text=When%20you%20join%20the%20company,%20you%20are%20made%20to%20feel%20welcome.&text=People%20here%20are%20given%20a%20lot%20of%20responsibility">Great Place to Work</a>, ensures that every employee feels valued and empowered to contribute to our collective success. Don’t meet every single requirement? If you’re excited about this role and possess the fundamental traits, drive, and strong ambition we seek, but your experience doesn’t meet every qualification, we encourage you to apply.   Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.</div>

About the Role

Related Roles