At a Glance
- Tasks: Guide new clients through onboarding and ensure they succeed with Rex CRM.
- Company: Join Rex Software, a dynamic tech company transforming the property industry.
- Benefits: Enjoy competitive pay, health insurance, extra holiday leave, and remote work options.
- Other info: Hybrid working model with opportunities for career growth and continuous learning.
- Why this job: Make a real impact by helping clients thrive with innovative technology.
- Qualifications: Experience in customer support or CRM, strong communication skills, and a passion for helping others.
The predicted salary is between 29700 - 36300 £ per year.
This role is based in Central London with a hybrid working arrangement of 3 days in office and 2 days from home. For this role, we encourage only UK‑based applicants to apply.
Company Overview: Rex Software is an 80‑person digital product and services company with teams based in Brisbane, Australia, and London, UK. We build innovative technology for the property industry, supporting thousands of customers every day across our CRM, property management solutions, digital advertising suite, and website builder. We’re passionate about creating products that genuinely improve the way real estate professionals work, supported by exceptional customer experiences from onboarding through to long‑term success.
Role Overview: Rex CRM Onboarding Specialists play a critical role as key account owners for all newly onboarding Rex CRM clients. Their primary responsibility is to ensure new customers are set up for success by guiding them through a smooth transition onto the Rex CRM platform and enabling confident use of its core features from day one. Acting as trusted guides, Onboarding Specialists provide structured support, education, and training throughout the entire onboarding journey. They ensure each client understands how to effectively use Rex CRM and embed it into their daily workflows in a way that supports their business goals. Rex CRM Onboarding Specialists are proactive advocates for the platform, delivering an exceptional onboarding experience and supporting early product adoption beyond go‑live. They work closely with clients to tailor training based on experience levels, business needs, and team structures, ensuring strong foundations for long‑term success.
Core Responsibilities:
- Client Onboarding: Manage the onboarding of new Rex accounts over a 4–12 week period, including structured onboarding plans, training sessions, and Q&A support.
- Account Ownership: Act as the primary point of contact for newly onboarding clients, ensuring a smooth and positive transition onto Rex CRM.
- Training Delivery: Facilitate best‑in‑class training sessions tailored to different user roles and experience levels within each client organisation.
- Health Checks: Conduct onboarding health checks at defined milestones to assess adoption, engagement, and potential risks.
- Product Engagement: Drive strong adoption and engagement with Rex CRM features, supporting clients to embed the system into daily operations.
- Reporting: Provide regular reporting on onboarding progress, health checks, risks, churn indicators, and related project work.
Secondary Responsibilities:
- Client Engagement Projects: Contribute to broader client adoption, engagement, and retention initiatives.
- Ongoing Customer Support: Provide professional education and onboarding‑related customer support as required.
- Training Content Development: Assist in improving training videos, documentation, and written resources.
- Webinars and Education Sessions: Deliver scheduled webinars, group training sessions, and Q&A sessions as needed.
Success Factors:
- Experience working in the real estate industry (preferred but not essential).
- Experience working within a sales, CRM, onboarding, or customer success environment.
- Experience using CRM software, ideally within a real‑estate or SaaS context.
- Strong written and verbal communication skills.
- Ability to calmly and confidently navigate customer concerns or conflict.
- Strong time management and task prioritisation skills.
- A collaborative team player who enjoys supporting others.
- Strong problem‑solving skills with a customer‑first mindset.
- Comfortable working in a fast‑paced, scaling SaaS environment.
- Well‑developed customer service skills with a focus on relationship building.
- Strong organisational and planning skills.
- A curious learner with a genuine interest in continuous improvement and learning new systems.
Additional Benefits:
- Extra day off to celebrate your birthday.
- Additional holiday leave accrued each year (capped).
- Volunteer leave.
- Opportunity to work anywhere in the world for up to 4 weeks.
- Health insurance and additional health and wellbeing benefits.
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Customer Service and Training
Industries: Software Development
Customer Onboarding & Support Specialist employer: Rex
Rex Software is an exceptional employer that fosters a dynamic and supportive work culture in the heart of Central London. With a strong emphasis on employee growth, we offer tailored training and development opportunities, alongside unique benefits such as additional holiday leave and the flexibility to work remotely. Our commitment to innovation and customer success ensures that every team member plays a vital role in shaping the future of the property industry while enjoying a balanced work-life environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Onboarding & Support Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Rex. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Rex before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Onboarding & Support Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Rex:Your cover letter is your chance to shine! Tell us why you want to work at Rex specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Rex!
How to prepare for a job interview at Rex
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
