Onboarding Specialist

About the role

Scalemill helps B2B SaaS companies set up off-site inside sales, support and customer success teams, specializing in lead generation and appointment setting. This full-time, office-based role in Lahore manages the end-to-end client onboarding process, from guiding clients through requirements to account activation, with KYC verification and compliance. It reports to the Team Lead and Account Manager.

Key responsibilities

• Guide new clients through onboarding and account setup, explain requirements, procedures and timelines, and follow up for documents
• Manage the onboarding process from first contact to activation, monitor progress and resolve delays
• Verify customer identities per KYC requirements, collect CNIC, photos, proof of address and other documents, and keep verification records up to date
• Work with sales, compliance, operations, product and support teams, and coordinate the handover from sales to onboarding
• Maintain accurate onboarding records in the CRM, track pending documents and prepare reports on performance and completion rates
• Respond promptly to client queries, identify improvement opportunities and support junior team members when needed

Required profile

• Bachelor's degree
• Fluent written and spoken English
• At least 2 years of proven experience in a related role
• Excellent written and verbal communication, organization, time management and attention to detail
• Professionalism and discretion with sensitive information

Required skills

• Salesloft, Salesforce and Aircall
• Google Suite (Gmail, Docs, Sheets, Slides)
• CRM/ERP and dashboard experience; task management apps such as TickTick
• WhatsApp and Google Chat