Onboarding Specialist
Employment
Full-time
Location
Remote
Region
GLOBAL
China
Live since
About Ecomflow
Ecomflow is a fast-growing third-party logistics (3PL) company based in China, specializing in fulfillment solutions for direct-to-consumer (DTC) brands worldwide.
We currently support 150+ brands with efficient, scalable logistics and are now looking to bring on larger, enterprise-level clients.
About the job
We're looking for someone who can take new clients live as fast as possible - and then make the next one even faster.
This is a product-side role, not a hand-holding CS role. You'll treat onboarding as a product to be built: study where brands drop off, design fixes (self-serve flows, demos, better defaults, in-app guidance), and partner with the technical team to improve them.
You'll know the product deeper than anyone else who isn't an engineer. You'll run live demos. You'll build the videos, guides, and templates that replace your own time. And you'll push friction in the onboarding back into product as fast as you find it.
What will you do
Own the end-to-end onboarding experience for every new client
Run new-brand onboarding hands-on until you know every friction point cold
Build and run live product demos for prospective brands and partners
Create and maintain the onboarding video library, guides, and in-app guidance, the goal is to replace your own 1:1 time with content
Track time-in-stage for every brand and cut the slowest steps
Be the deepest non-engineer expert on how Postflows actually works (Shopify webhooks, AfterShip mapping, Klaviyo metric seeding, tracking page logic, hybrid fulfillment)
Translate brand confusion into product backlog tickets, every friction is a product problem
Sit in cycle planning and push for the improvements that compound (better defaults, in-app wizards, activity logs, health indicators)
Re-train clients with in-app education when product changes ship
Requirements
You've done onboarding, solutions engineering, or customer engineering at a SaaS company before
You've shipped onboarding improvements, not just done onboarding, you've measurably cut time-to-activation somewhere
You know Shopify hands-on (store setup, app installation, admin, troubleshooting)
You know Klaviyo, Omnisend, or a similar email marketing platform hands-on, you've built flows, debugged template logic, set up metrics
You understand webhooks, OAuth, and APIs conceptually, you don't have to code but you can talk to engineers without translation
You can create or lead demos end-to-end: write the script, record the video, publish it
You can hold the product in your head and explain it to a non-technical brand owner
You're proactive, if something is stuck you fix it or you raise it, you don't sit on it
You write and speak excellent English (this is a client-facing role)
You're self-directed and comfortable with early-stage ambiguity
You're based in EU, LATAM, or US East Coast
Nice to have
Post-purchase, shipping, or logistics SaaS experience (Wonderment, AfterShip, Route, ParcelLab, Malomo, similar)
Background in Solutions Engineering, Sales Engineering, or Customer Engineering
Built in-app onboarding flows or product tours before (Pendo, Appcues, custom)
Familiar with Trengo, Notion, Loom, Linear
Bilingual (NL/EN)
What we offer
Competitive salary
Great team culture
Constant learning opportunities
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