Onboarding Specialist
We’re seeking a hands-on, customer-first Onboarding Specialist to join us as an early team member. Your primary responsibility will be to own the entire onboarding experience – from contract handover, through to customer adoption. Not just training sessions, but the workflows, data setup, education and internal coordination that make onboarding successful. You will be the ‘face’ of Trustport and a key liaison for our customers. We need someone who can translate real estate and settlement processes into practical product usage, and can work collaboratively to ensure every customer goes live smoothly and gets value as quickly as possible.
About Trustport
Trustport is setting the standard for how money is protected and moved in property. We sit across financial services, payments, and property, and regulation is core to how we have designed the business.
Today, large amounts of client money still flow through agent-controlled trust accounts. They are expensive to manage, difficult to oversee, and increasingly exposed to fraud and compliance pressure. Trustport replaces this with a centralised platform that handles the movement of funds across the property transaction lifecycle, reducing risk and improving transparency for agents, consumers, and regulators.
What you will own
- End-to-End Onboarding Experience: Own and deliver the complete onboarding journey for new customers – from contract handover through to go-live and early adoption. Focus on designing and executing the workflow, enablement, and service model, not just training sessions.
- Implementation & Configuration: Configure our platform to reflect each agency’s real-world processes, including marketing, purchase and settlement workflows. Ensure the data setup, user permissions and integrations are completed accurately and efficiently.
- Customer Enablement: Be highly customer-facing, delivering onboarding sessions, training, and hands-on support to agency principals, agents and administrators. Translate the real estate and settlement processes into clear, practical product usage.
- Process and Playbook Design: Define and establish pragmatic onboarding processes, templates and playbooks that will scale with the business. Balance structure with flexibility – fast and effective onboarding over rigid ‘process-for process’ sake approaches.
- Continuous Improvement: Work directly with early customers to understand onboarding friction, operational gaps and workflow complexity. Feed these insights back to Product, Support and Sales to continuously improve onboarding, documentation and our product.
What we are looking for
We are seeking a unique combination of real estate domain expertise, customer-facing confidence and operational execution.
- Real Estate & Settlement Expertise: Must have strong, practical understanding of the real estate transaction lifecycle, and should be comfortable speaking the language of real estate professionals.
- Startup Mindset: Must thrive in ambiguity, can self-start, and build structure where none may exist. You are pragmatic, adaptable and comfortable wearing multiple hats in an early-stage environment.
- Customer-Centric Execution: Must be confident working directly with customers, guiding them through change and ensuring successful adoption – not just the delivery of onboarding tasks.
- Process & Facilitation: Must be capable of running effective onboarding sessions, workshops and training, while defining processes and enable speed and consistency.
- Operational Rigor: Must be detail-oriented and organised, ensuring onboarding tasks, data setup and go-live milestones are completed competently and on time.
Preferred experience
- 3+ years of experience in real estate operations, proptech, customer onboarding/implementation or customer success.
- Hands-on experience working with real estate software, transaction management systems, CRMs or settlement platforms.
- Experience onboarding customers to a B2B SaaS product, ideally with complex workflows.
- Strong understanding of agency operations, compliance considerations, and purchase/settlement timelines.
What we offer
- Early Team Impact: Be an early hire with real influence over how customers experience our product and how onboarding scales as the company grows.
- Real Ownership: Opportunity to grow into a senior support, onboarding or customer experience role as the business scales, with potential equity participation over time.
- Impactful Work: Your work will directly disrupt an antiquated, high-risk, and expensive process, creating a safer and more efficient solution for an entire industry.
- Flexibility: We offer a remote-friendly environment, and access to a co-working space and gym membership.
