Rex Software

Customer Onboarding & Support Specialist

Rex Software

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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About the role

  • Manage the onboarding of new Rex accounts over a 4–12 week period, including structured onboarding plans, training sessions, and Q&A support.
  • Act as the primary point of contact for newly onboarding clients, ensuring a smooth and positive transition onto Rex CRM.
  • Facilitate best-in-class training sessions tailored to different user roles and experience levels within each client organisation.
  • Conduct onboarding health checks at defined milestones to assess adoption, engagement, and potential risks.
  • Drive strong adoption and engagement with Rex CRM features, supporting clients to embed the system into daily operations.
  • Provide regular reporting on onboarding progress, health checks, risks, churn indicators, and related project work.
  • Contribute to broader client adoption, engagement, and retention initiatives.
  • Provide professional education and onboarding-related customer support as required.
  • Assist in improving training videos, documentation, and written resources.
  • Deliver scheduled webinars, group training sessions, and Q&A sessions as needed.

Requirements

  • Experience working in the real estate industry (preferred but not essential)
  • Experience working within a sales, CRM, onboarding, or customer success environment
  • Experience using CRM software, ideally within a real estate or SaaS context
  • Strong written and verbal communication skills
  • Ability to calmly and confidently navigate customer concerns or conflict
  • Strong time management and task prioritisation skills
  • A collaborative team player who enjoys supporting others
  • Strong problem-solving skills with a customer-first mindset
  • Comfortable working in a fast-paced, scaling SaaS environment
  • Well-developed customer service skills with a focus on relationship building
  • Strong organisational and planning skills
  • A curious learner with a genuine interest in continuous improvement and learning new systems
Benefits
  • Extra day off to celebrate your birthday
  • Additional holiday leave accrued each year (capped)
  • Volunteer leave
  • Opportunity to work anywhere in the world for up to 4 weeks
  • Health insurance and additional health and wellbeing benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
CRM softwareonboardingcustomer successtraining sessionsreportinghealth checksrisk assessmentdocumentation improvementwebinarsSaaS
Soft skills
communicationconflict resolutiontime managementtask prioritizationteam collaborationproblem-solvingcustomer servicerelationship buildingorganizational skillscontinuous improvement