Onboarding & Customer Success Specialist (Payments SaaS) — Remote

**Type:**
Remote • Long-term • Contractor

**Pay: $12 - $15**
Hourly (based on experience)

**Schedule:**
Start time
**8:30 AM US Central**
•
**6–8 hours/day**
(aligned to US business hours)

What you’ll do

You will onboard new customers and stay with them long-term as their Customer Success Manager. This is a hands-on role in payments, so you’ll be both customer-facing and technical.

- Run onboarding calls and guide customers through setup step-by-step
- Help customers set up
**payment gateways**
, basic configurations, and go-live readiness
- Install/configure
**WordPress plugins**
(and troubleshoot common issues)
- Train customers on best practices so they actually use the system
- Own the relationship after onboarding (follow-ups, check-ins, retention)
- Handle
**escalated support**
issues and coordinate internal fixes
- Monitor customer account activity (transactions, issues, usage patterns) and proactively reach out when something looks off
- Maintain clean notes and handoffs (tickets, tasks, follow-ups)

Must-have requirements

- Experience onboarding customers in a
**SaaS**
product (Customer Success / Implementation / Onboarding)
- Tech-savvy: comfortable troubleshooting logins, plugins, browser issues, basic integrations
- Strong spoken and written English that’s easy for US customers to understand
- Reliable remote setup: quiet workspace, laptop/desktop, stable internet + backup
- Professional, consistent, long-term mindset (we want someone who stays)

Nice-to-have (big plus)

- Payments experience (processor, gateway, ISO, merchant onboarding, risk/support)
- WordPress + plugin troubleshooting experience
- Familiarity with gateways, transactions, refunds, chargebacks (even basic exposure)

What success looks like

- Customers go live smoothly and understand the system
- Fast, clear communication and strong follow-through
- Issues are owned end-to-end (no dropped balls)

How to apply

Send:

1. Resume, and
2. A short note: your SaaS onboarding experience + your time zone + confirmation you can start at
**8:30 AM CT**
, and
3. A 1–2 minute intro video (Loom) so we can hear communication clearly.

**Equal opportunity:**
We welcome applicants from all backgrounds and hire based on skills and reliability.