About ELLA
ELLA is redefining the future of automotive through AI. We provide cutting-edge software and services that empower dealerships and automotive businesses to streamline operations, enhance the customer journey, and make smarter, data-driven decisions. Our flagship AI suite, optimAIze, spans engagement, voice, chat, and messaging solutions, helping brands connect more meaningfully with customers at every stage of the vehicle lifecycle. As we continue to scale, we’re looking for a Junior Onboarding Specialist to play a pivotal role in supporting new customers as they begin their journey with ELLA.
The Role
As a Junior Onboarding Specialist, you'll ensure a seamless transition for new customers, from the moment they sign to the point they’re fully live and confident using our AI tools. Based out of our Tunbridge Wells HQ with hybrid flexibility, you’ll work closely with our Customer Success, Sales, and Technical teams to drive exceptional customer experiences from day one.
You’ll also act as a key touchpoint for ongoing support, ensuring customers feel informed, empowered, and valued throughout their lifecycle.
Key Responsibilities
- Guide new customers through their onboarding journey — from initial welcome to go-live
- Configure and implement ELLA’s AI software solutions to match client requirements
- Deliver engaging product training and onboarding documentation
- Track onboarding progress, tasks, and timelines for each client
- Liaise across Sales, Product, and Tech Support to ensure a unified experience
- Address customer queries promptly and escalate where needed
- Document all onboarding steps and learnings in a clear and organised manner
- Gather client feedback to continuously improve our onboarding process
What You’ll Bring
- Clear and confident communication — both written and verbal
- A proactive, customer-first mindset with great interpersonal skills
- Confidence learning and working with new software and digital tools
- Solid organisation and time-management skills
- Ability to manage multiple projects simultaneously
- Previous experience in onboarding, customer service, or support (advantageous but not essential)
- An interest in technology, innovation, and the automotive sector
What We Offer
- A collaborative, forward-thinking environment with purpose
- Hybrid working and in-office connection days
- The chance to work with leading-edge AI products
- Ongoing development and tailored career progression
- Opportunities to grow within Customer Success and beyond
- A values-led culture committed to innovation, transparency, and impact
Key Goals & KPIs
Your success in this role will be measured through a combination of onboarding efficiency, customer satisfaction, and internal collaboration. We’re looking for someone who can deliver impact from day one and grow their influence over time.
Key Goals:
- Deliver seamless onboarding experiences that lead to high product adoption
- Ensure customers are live within defined onboarding timeframes
- Support a high level of customer engagement and satisfaction
- Contribute to continuous improvement of onboarding materials and processes
- Collaborate effectively across internal teams to resolve issues quickly
Metrics You’ll Be Measured On:
- Customer Onboarding Time: % of clients onboarded within target timelines
- Adoption Rate: % of key product features successfully adopted within 30/60/90 days
- Customer Satisfaction (CSAT): Post-onboarding satisfaction scores and feedback
- Net Promoter Score (NPS): Impact of onboarding on early customer advocacy
- Support Response Time: Average time to resolve queries during onboarding
- Documentation Accuracy: Completeness and clarity of onboarding records and handovers
- Internal Collaboration Score: Feedback from cross-functional teams (Sales, Product, Support)
Join ELLA
If you’re passionate about helping customers succeed, excited by emerging tech, and ready to make your mark in a fast-paced, growing business — we’d love to hear from you.
If you would like to learn more about this exciting opportunity, please contact Sonia Hobbs at [email protected].
Job Type: Full-time
Pay: £24,420.00-£30,000.00 per year
Benefits:
- Work from home
Ability to commute/relocate:
- Royal Tunbridge Wells TN1 1HJ: reliably commute or plan to relocate before starting work (preferred)
Work Location: Hybrid remote in Royal Tunbridge Wells TN1 1HJ
Application deadline: 18/08/2025
Reference ID: ELLA-OS-1-8-25
Expected start date: 01/09/2025
