Onboarding Specialist

The Role
You are the air traffic controller for every new WanderOS account from contract signed to first booking. You own the onboarding pipeline end-to-end: timelines, owners, blockers, escalations, and the customer's experience along the way. If a build is stuck, a PMS isn't syncing, or a Site Builder is overloaded, you see it before anyone else and you unblock it.

This is a hands-on, in-office role in Austin. You'll work shoulder-to-shoulder with Sales, Site Builders, CSMs, and Engineering.

What You'll Do

• Own the onboarding pipeline as the single source of truth (account stage, site stage, blockers, go-live dates).
• Drive every new account from "closed-won" to "live pre-booking" in 14 days or less.
• Triage blockers daily: PMS integration issues, missing assets, unresponsive PMs, product gaps. Route to the right owner and follow up until resolved.
• Assign builds to Site Builders based on capacity, skill, and customer context. Make sure each builder has every piece of context Sales captured.
• Run a tight weekly cadence with Site Builders, CSMs, and Sales. Publish status, flag risk, hold the line on dates.
• Own the customer-facing communication during the build window. Warm welcome, status updates, revision turnaround. White-glove tone, short and clear.
• Spot patterns. If 5 customers hit the same blocker, get it fixed at the system level : process, automation, or product.
• Partner with Engineering and Ops to automate the workflow. Manual coordination is a temporary state.

You Are

• A relentless operator. You make lists, you work them, and you don't let things slip.
• Calm under pressure. You can run 40+ concurrent accounts without dropping a ball.
• Detail obsessive. Dates, names, statuses, follow-ups — all correct, all current.
• Comfortable with tools: Airtable, HubSpot, Slack, Google Workspace. Bonus if you've worked in a PMS (Hostaway, Guesty, Track, Streamline, OwnerRez, Escapia).
• A clear, succinct writer. You can send a 3-sentence email that resolves a 4-day standoff.
• Output over optics. You measure yourself by go-live velocity and customer NPS, not meetings attended.

Nice to Have

• 2–4 years in customer onboarding, implementation, or project management at a fast-moving SaaS or hospitality company.
• Experience with vibe coding and LLMs
• Experience with the vacation rental, STR, or hotel industry.
• Familiarity with workflow automation and building automations.

Why Wander

• You'll launch products and processes that touch real homes, real travelers, and real revenue inside a year.
• Lean team, equity from day one, leadership accessible at all times.
• We don't do corporate bloat. We do impact.