Onboarding Specialist

Who we are 

In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that's why we created Otter – to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches. 

Role Overview

The Onboarding Specialist is responsible for managing the full onboarding journey of new restaurant partners, from sales handoff through successful go-live. This role focuses on technical configuration, operational readiness, partner education, and project ownership to ensure merchants launch efficiently and begin generating revenue as quickly as possible.

What you’ll do

• Own the end-to-end onboarding experience for new SMB restaurant partners, serving as the primary point of contact from sales handoff through go-live.
• Manage multiple onboarding projects simultaneously while meeting SLA targets, activation goals, and quality standards.
• Configure POS systems, kiosks, tablets, menu management platforms, and delivery integrations to ensure accurate and reliable system setup.
• Set up menus, pricing, modifiers, taxes, and workflows while validating operational readiness prior to launch.
• Deliver live onboarding sessions and training for restaurant owners, managers, and staff to ensure product adoption and operational confidence.
• Collaborate cross-functionally with Sales, Implementation, Product, Support, and Revenue Operations to resolve blockers and drive smooth onboarding handoffs.
• Identify onboarding friction points and contribute to continuous process improvement through documentation, SOP creation, and workflow optimization.
• Track onboarding performance metrics including time to go-live, activation rate, first-order success, SLA adherence, and customer satisfaction.

What we’re looking for

• 1–3+ years of experience in customer support, customer onboarding, implementation, customer success, technical support, or SaaS operations.
• Experience working with POS systems, restaurant technology platforms, or SaaS products.
• Strong organizational, project management, and time management skills.
• Excellent written and verbal communication skills, with confidence in leading live training sessions.
• Strong technical aptitude, problem-solving skills, and ability to adapt in a fast-paced environment.

Why join us 

• Demand for online food delivery is growing really fast! In the last 5 years, just in the US, the overall market has expanded 10X from $10B to $100B, and could expand to $500bn- $1T by 2030.
• Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery. 
• Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success.

What else you need to know 

This role is based in our Makati office location. As a company driven by innovation and continuous change, close collaboration is essential. We’re constantly reimagining our industry, creating new products, and refining our processes, and we do our best work together. That’s why all of our office-based teams work onsite, five days a week.