Onboarding Specialist

Job Description

You've found us at a good time. Hapana is opening new markets, shipping new products, and welcoming new brands onto the platform we're looking for the people who'll grow with us. This could be one of those right-place, right-time moments. Here's everything you need to know.

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WHO WE ARE

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Hapana powers the world's best fitness brands. Walk into a Fitstop, a STRONG Pilates, a KX, a Gold's Gym or a J.I.M and there's a good chance our platform is running the whole show: memberships, bookings, marketing, payments, growth.

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The fitness industry is booming, and we're the technology underneath it. We're 117 people across Sydney, USA, UK, Brazil, Singapore and India, and the work we ship reaches studios and members all over the world. Build something here, and you'll see it land in the product, in our clients' businesses, and in the team around you.

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WHERE YOU COME IN

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The Onboarding Specialist is responsible for supporting customer onboarding, adoption and ongoing success of Hapana Grow (Go High Level). This role acts as a subject-matter expert in Grow, guiding customers through setup, configuration, and best-practice usage to ensure they achieve value quickly and consistently.

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Working closely with Customer Success, Support and Product, this role delivers a scalable, repeatable onboarding and support experience focused on standard product capabilities rather than custom professional services. This role plays a key part in improving time to value, driving product adoption and ensuring customers confidently use Grow as part of their day-to-day operations.

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You'll work closely with our Onboarding, Customer Success, Support and Product teams to create an experience that's structured, scalable and easy for customers to navigate.

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This is a role for someone who enjoys the intersection of technology, problem-solving and customer experience — someone who can understand how the product works and translate that into simple, practical guidance for our customers.

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WHAT YOU'D BE DOING

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Grow (Go High Level) Expertise & Product Support

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• Develop strong expertise in Hapana Grow (Go High Level), including automations, pipelines, messaging, integrations and data flows.
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• Provide clear guidance to customers on how to configure and use Grow (Go High Level) within supported Hapana workflows.
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• Respond to Grow-related questions and support requests, escalating complex issues where required.
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• Stay up to date on Grow (Go High Level) feature updates and contribute to internal knowledge sharing.
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• Demonstrate full proficiency across all Hapana products, with a deep understanding of their features, functionality and value propositions.
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• Manage and set-up all new incoming customers
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• Perform technical registrations and product setups for new customers.
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• Initiate and manage correspondence related to the onboarding process.
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• Collect and organize key documentation from customers.
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• Monitor and ensure adherence to critical timelines, addressing any potential risks.
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• Communicate with customers to resolve any missing items or documentation.
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• Collaborate closely with the implementation and migration teams to ensure a smooth onboarding process.
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• Create/maintain onboarding documentation
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• Address and resolve any issues or concerns during the onboarding process.
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• Maintain detailed records of client interactions and onboarding activities.
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• Provide regular updates to clients on the status of their onboarding process.
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• Collaborate with sales, marketing, product, and support teams.
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Customer Onboarding

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• Support structured onboarding for new Grow (Go High Level) customers through calls, workshops and guided setup sessions.
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• Assist customers in understanding how Grow (Go High Level) fits into their business operations and customer engagement strategies.
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• Follow defined onboarding plans and playbooks to ensure a consistent, scalable experience.
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• Monitor onboarding progress and flag risks to adoption or time to value.
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Adoption & Ongoing Enablement

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• Support post-onboarding customers with usage guidance, optimisation tips, and best practices.
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• Help identify underutilised Grow (Go High Level) features and educate customers on how to drive more value from the platform.
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• Partner with Customer Success to support ongoing adoption and retention initiatives.
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• Contribute to initiatives aimed at increasing Grow (Go High Level) engagement across the customer base.
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Documentation & Internal Enablement

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• Assist in maintaining onboarding and support documentation, including user guides, FAQs, and training materials.
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• Participate in internal training sessions to build consistent understanding of Grow across teams.
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• Provide feedback to Product and Customer Success on common customer questions and challenges.
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Continuous Improvement

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• Track and contribute to onboarding and adoption metrics such as onboarding completion and time to value.
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• Identify opportunities to improve onboarding flows, documentation, and support processes.
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• Collaborate with cross-functional teams to improve the end-to-end customer experience.
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WHAT YOU'LL BRING

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• Minimum 2–4 years' experience working with SaaS platforms and/or CRM systems.
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• At least 2 years' experience in customer onboarding, customer success, or customer support roles.
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• Hands-on experience with Grow (Go High Level) or similar CRM and automation platforms.
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• Experience in the health and fitness industry, particularly boutique fitness, is preferred.
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• Strong organisational skills with the ability to manage multiple customers and tasks concurrently.
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• Ability to explain technical concepts in a clear, customer-friendly manner.
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• High attention to detail and a structured approach to work.
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• Proactive mindset with the ability to identify and suggest process improvements.
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• Strong written and verbal communication skills.
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• Comfortable working both independently and as part of a distributed team.
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• Twilio & SendGrid registration experienced desirable
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• Understanding of DNS settings desirable
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• Fitness Industry Knowledge desirable
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WHAT SUCCESS LOOKS LIKE

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We're clear about what great looks like from day one, so you can aim at it from day one.

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• New Grow customers move through onboarding smoothly, with clear expectations and fewer avoidable delays
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• Customers reach value faster because their setup is accurate, structured and aligned to how they'll actually use Grow
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• Customers leave onboarding confident using the platform rather than relying on ongoing support for the basics
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• Onboarding documentation and processes become increasingly scalable, consistent and easy for both customers and internal teams to follow
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• Customer questions and recurring challenges are identified early and turned into better documentation, training or product improvements
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• You're recognised internally as a trusted source of knowledge on Grow and how our customers use it
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• Grow adoption and engagement continue to improve across the customer base
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LIFE AT HAPANA

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Summer Fridays — Fridays wrap at 3pm through summer, so your weekend gets a head start.

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Birthday leave — take the day off on your Birthday.

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Wellness days — two extra days a year, separate from your annual leave, for whenever you need to reset.

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Work from anywhere — two weeks a year to work from wherever you want. Visit family, chase the sun, change your view.

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Home office stipend — money toward a setup you actually enjoy working from.

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Parental leave — for primary and secondary carers, because every family looks different.

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Sonder — round‐clock mental health and wellbeing support, whenever you need it.

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Monthly team events — regular time set aside to actually enjoy the people you work with.

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Monthly team drinks and nibbles - to collaborate and connect with the team

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Office perks — fresh fruit, well‐stocked snacks, and an open invite for our global team to come work from Sydney HQ.

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Novated leasing — available for our Australian team.

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Hapana is an equal opportunity employer. People of all backgrounds, identities, abilities and experiences are welcome here. Different perspectives are how we got this far, and how we'll go further.