Customer Success & Onboarding Coordinator

About the role

The Customer Success & Onboarding Coordinator ensures a seamless experience for all Zegie® Public WiFi partner locations from onboarding through ongoing support. This role acts as the primary point of contact for SME and commercial partners, driving successful deployment, user adoption, issue resolution, and long‑term customer satisfaction.

Key responsibilities

• Coordinate onboarding of new partner locations, guide businesses through the Zegie® setup process, collect required documentation, and schedule installations with technical teams.
• Activate locations, conduct onboarding training and orientation sessions, and serve as the main relationship manager for partner sites.
• Maintain regular communication with customers, monitor satisfaction and engagement, identify improvement opportunities, and support retention initiatives.
• Receive and manage customer enquiries, coordinate with technical teams to resolve connectivity and platform issues, track support tickets, and escalate critical matters.
• Maintain accurate customer records, monitor service usage, assist with contract renewals and account reviews.
• Generate activity and performance reports, monitor onboarding metrics, maintain CRM databases, and provide market insights to management.

Required profile

• Diploma or degree in Business Administration, Customer Service, Marketing, Telecommunications or a related field.
• Previous experience in customer service, account management, operations or onboarding.
• Strong communication and interpersonal skills.
• Excellent organizational and administrative abilities with the capacity to manage multiple projects simultaneously.
• Strong problem‑solving skills.

Required skills

• Proficiency in Microsoft Office.
• Experience with CRM systems.