Implementation & Customer Support Specialist (Part-Time) - Xenia
About Xenia
Xenia is a leading operations management platform that helps restaurants and retail businesses streamline their daily operations, ensure compliance, and drive accountability through digital checklists, audits, and real-time reporting.
Role Overview
We're seeking a dynamic Customer Onboarding & Implementation Specialist to drive successful customer onboarding and provide ongoing technical support. This role is critical to ensuring our customers achieve maximum value from the Xenia platform through expert guidance, training, and problem-solving.
This is an in-office, part-time position (20-30 hours per week) in Chicago, IL with the opportunity to transition to a full-time role with a comprehensive benefits package based on performance and business needs.
Key Responsibilities
MUST BE FLUENT IN ENGLISH TO GUIDE & INTERACT WITH CUSTOMERS OVER ZOOM / TEAMS MEETINGS.
Implementation & Onboarding
* Lead Customer Implementations: Conduct comprehensive onboarding sessions via Zoom to guide new customers through platform setup and configuration
* Workspace & Application Configuration: Assist clients with set up & configuration of customer workspaces including locations management, user roles & permissions, organizational structure, checklist templates / digitizations, and operations workflows / assignments
* Training Delivery: Train customers on both web and mobile applications, covering all core features and best practices
* Go-Live Support: Ensure smooth rollout to store locations with hands-on assistance during initial deployment
Customer Support & Success
* Ongoing Support: Provide expert assistance via email and Zoom for customer questions, feature requests, and optimization needs
* Relationship Management: Maintain strong relationships with key stakeholders throughout the customer journey
* Follow-up & Check-ins: Schedule and conduct regular progress reviews to ensure successful adoption and identify expansion opportunities
* Best Practices Guidance: Share industry best practices and platform optimization strategies to maximize customer ROI
Technical Troubleshooting & Documentation
* Issue Resolution: Diagnose and resolve technical issues including document uploads, user access problems, notification settings, and feature configuration
* Bug Documentation: Document technical issues and work closely with the Engineering team to prioritize and resolve platform improvements
* Knowledge Management: Maintain customer support help center and update implementation guides, video tutorials, and support documentation
Required Qualifications
* Technical Skills: Strong aptitude for learning software platforms and ability to troubleshoot technical issues
* Communication: Excellent verbal and written communication skills with ability to explain complex concepts clearly
* Tools Proficiency: Experience with video conferencing platforms (Zoom), CRM systems, and project management tools
Ready to help restaurants and retail businesses transform their operations? Join our growing team and make a direct impact on customer success while advancing your career in a dynamic, technology-driven environment.
Job Type: Full-time