[Remote] Onboarding Specialist

Note: The job is a remote job and is open to candidates in USA. Puzzle is a company focused on reimagining accounting for modern startups and small businesses. They are seeking an Onboarding Specialist to guide new customers through their initial interactions with the platform, ensuring they understand accounting concepts and successfully set up their accounts.

Responsibilities

• Lead 1:1 onboarding calls with new customers to set up their Puzzle account and core workflows
• Guide customers through bookkeeping and accounting concepts relevant to startups and small businesses
• Support data migrations from other accounting platforms (e.g., QuickBooks, Xero), ensuring accuracy and a smooth transition
• Serve as a friendly, knowledgeable first point of contact via video, email, and chat
• Proactively identify gaps, risks, or opportunities during onboarding and recommend best practices
• Partner closely with Customer Success, Product, and Engineering teams to surface feedback and improve the onboarding experience
• Help refine onboarding playbooks, templates, and documentation as we scale
• Ensure customers complete onboarding feeling confident, informed, and excited to use Puzzle

Skills

• 1–3 years of customer-facing experience (customer success, onboarding, support, accounting, or similar)
• Working knowledge of bookkeeping and accounting fundamentals is a must
• Strong verbal and written communication skills- able to explain complex ideas clearly and empathetically
• Energized by talking to customers and building relationships
• Highly organized and comfortable managing multiple onboarding workflows at once
• Curious, adaptable, and excited to learn new tools and processes
• Experience onboarding customers in a B2B SaaS environment
• Familiarity with startup accounting and common tools (QuickBooks, Xero, Stripe, Gusto, etc.)
• Background in accounting, finance, or bookkeeping
• Experience working at a startup or fast-growing company

Benefits

• 100% paid employee health, dental, and vision plans (U.S. & Canada vary)
• 10 observed holidays and a flexible PTO policy so you can recharge
• $1000 home office budget to get you set up for success
• $2400 co-working budget for face time with your colleagues
• $600 learning and development budget
• 401K so you can save for your future

Company Overview