Onboarding Specialist (Customer Experience)

Hello! 👋🏽

At Factorial we're looking for a new Onboarding Specialist for the LATAM Market to help us boost the company to the next level. 🦄

Ready to be part of the challenge?🚀

The Role 📜

As an Onboarding Specialist, you will play a critical role in shaping the first experience our customers have with Factorial. This is not just implementation — this is where customers decide to fully adopt and believe in our product.

You will be responsible for leading end-to-end onboarding processes, ensuring customers successfully implement Factorial and adapt it to their internal HR and operational workflows.

⚠️ Note: This is not an HR onboarding role — it is a consultative, client-facing role that is part of our post-sales process.

One of your biggest challenges will be to deeply understand each client’s processes, identify gaps, and translate their needs into a scalable and effective setup within Factorial — making them feel confident they made the right decision.

What will you be doing:

• Own and lead the onboarding journey for new LATAM customers from kickoff to full activation

• Design and execute a tailored onboarding roadmap for each client, aligning timelines, milestones, and success criteria

• Guide clients through implementation via video calls and email, ensuring adoption of key features and workflows

• Bring a consultative approach, helping clients translate their HR processes into Factorial in a scalable and efficient way

• Act as the main point of contact during onboarding, ensuring alignment, visibility, and momentum at every stage

• Identify risks, blockers, and opportunities early, coordinating with internal teams (Product, Support, Sales) to resolve them

• Collect and structure customer feedback, turning insights into actionable improvements for Product and CX

• Drive a best-in-class onboarding experience, ensuring clients feel supported, confident, and excited about using Factorial.

Your Profile 🧐

• Strong ownership & problem-solving mindset:
  You take full responsibility for your clients’ onboarding success. You proactively identify challenges, align stakeholders, and ensure solutions are implemented — making the client feel you’ve got their back at all times.

• Consultative & analytical thinking:
  You are able to deeply understand client processes and translate them into structured, scalable solutions within the platform.

• Customer-centric mindset:
  You know this is a critical moment in the customer journey, and you focus on delivering an experience that builds trust, engagement, and long-term retention.

• Fast learner & product-driven:
  You quickly become an expert in the product, stay up to date with new features, and feel empowered to ask questions and challenge the status quo to improve how we work.

• Cross-functional collaboration:
  You are comfortable working with multiple teams to unblock issues, ensuring visibility and progress for your clients.

• Strong communication skills:
  You can clearly guide clients, manage expectations, and adapt your communication to different stakeholders.

• Languages:

  • Native Spanish

  • Intermediate English (you will participate in internal meetings in English regularly)

• Experience:

  • Previous experience in Onboarding, Implementation, Customer Success, or similar client-facing roles

Experience working with SaaS products and/or HR processes is highly valued.

Benefits 🎉

Perks of being part of our team!!

• High-growth, multicultural, and friendly environment.

• Language exchange at Factorial.

• Grocery vouchers 🍜

• Free coffee and tea ☕️

• Private health insurance, including nutrition and therapy support.

• Wellhub (Gympass) 🧘🏻‍♀️

• Hybrid work model and shorter Fridays.

• Breakfast and snacks 🥞🍒

Factorial is an all-in-one HR software and a fast-growing company founded in 2016. Our mission is to help SMEs automate HR workflows, centralize employee data, and make better business decisions. Currently, we serve thousands of customers across more than 60 countries and a wide range of industries. We’ve built a highly diverse and multicultural team of over 900 people across our offices in Barcelona, Brazil, Mexico, and the United States. 🌎

Our Values 🫀

We own it: We take responsibility for every project. We make decisions, not excuses.

We learn and teach: We are committed to learning something new every day and, above all, sharing it.

We partner: Every decision is a team decision. We trust each other.

We grow fast: We act fast. We believe the worst mistake is not learning from mistakes.