Onboarding Specialist
Job Description
Location: Hybrid – 1–3 days per week at our Tunbridge Wells office
Team: Customer Success
Reporting to: Customer Success Manager
Employment Type: Full-time, permanent
About ELLA
ELLA is a leading provider of AI software and services designed specifically for the automotive sector. Our intelligent solutions help dealerships and automotive businesses streamline operations, enhance the customer journey, and make smarter, data-driven decisions.
Our core product, optimAIze®, deploys AI Agents across email, SMS, chat and voice to handle real customer conversations on behalf of dealerships and OEMs – following up on enquiries, vehicle health checks, test drives and service bookings. We work with some of the best-known names in UK automotive retail.
As we continue to grow, we’re looking for a Onboarding Specialist join our customer success team to support our customers through their first steps with ELLA and beyond.
The Role
This is a hands-on, detail-driven role at the point where our technology meets our customers. You’ll configure and deploy AI Agents for new dealership clients, draft campaign messaging, and quality-assure everything before it goes live under a customer’s brand.
Alongside onboarding, you’ll provide day-to-day customer support – resolving queries, diagnosing issues, escalating where needed, and acting as a friendly and knowledgeable point of contact throughout the customer relationship.
It suits someone who enjoys technical problem solving, takes real pride in accurate work, and can write clearly and persuasively for a customer audience.
Key Responsibilities
Onboarding and configuration
- Guide new clients through the onboarding journey, from welcome call to go-live
- Configure and deploy optimAIze® AI Agents across email, SMS, chat and voice channels to match each dealership’s processes, brand tone and customer journey
- Build and maintain conversation logic, rules and escalation paths for each client deployment
- Manage onboarding tasks, timelines and client expectations across multiple accounts at once
- Deliver platform training and produce support materials that drive successful adoption
Content and messaging
- Write and adapt Agent messaging for specific points in the customer journey – outbound sequences, follow-ups, reminders and response content
- Tailor tone of voice to each client’s brand while maintaining clarity, accuracy and compliance
Quality assurance
- Quality-assure every Agent configuration and piece of conversation content before go-live – running test scenarios, reviewing Agent responses, identifying gaps or incorrect logic, and logging fixes
- Test systematically across edge cases and failure paths, not just the happy path
- Monitor live Agent performance post-launch and flag conversation quality issues to Product and Tech Support
- Maintain accurate onboarding documentation, configuration records and QA logs
Customer support and collaboration
- Handle customer queries during and after onboarding, diagnosing issues and escalating where appropriate
- Work closely with Sales, Product and Tech Support to resolve issues and hand over accounts cleanly
- Collect customer feedback to help evolve and improve our onboarding, support and product
What You’ll Bring
Essential
Technical capability
- Confident working in web-based platforms, admin and configuration interfaces, and dashboards – able to learn a new system quickly and work in it independently within weeks, not months
- Comfortable with structured logic and rules – able to follow and build conditional workflows (if this, then that) without needing to be a developer
- Working knowledge of Excel or Google Sheets for handling and checking data files
- A practical understanding of how AI Agents work – prompts, intents and conversation flows – or demonstrable curiosity and the ability to pick it up quickly
Problem solving
- Able to diagnose an issue from an incomplete customer description: ask the right questions, reproduce the problem, isolate the cause, and judge what to fix versus what to escalate
- Stays calm and methodical with a frustrated customer and an unclear root cause
- Knows when a workaround is sufficient and when something needs a proper fix
Written English
- Native-level or equivalent written English. This is non-negotiable: the role produces customer-facing content that goes out under our clients’ brands
- Able to write in a defined brand tone of voice and hold it consistently across email, SMS and voice scripts
- Understands how channel changes the writing – an SMS is not a shortened email, and a voice script is not a read-aloud paragraph
- Can self-edit: cut, tighten and proofread their own work before anyone else sees it
Accuracy and quality assurance
- Genuinely detail-driven – spots the wrong dealership name, the broken merge field, the missing variable or the dead link before it reaches a customer
- Methodical approach to checking work, with the discipline to follow a QA process consistently even under time pressure
- Comfortable testing systematically rather than spot-checking: working through scenarios, edge cases and failure paths
- Takes ownership of errors and traces back how they happened
Ways of working
- Strong organisational skills and the ability to juggle multiple client deployments and competing priorities
- A confident, customer-first approach with a proactive attitude
- Comfortable in a hybrid setting, with regular in-office collaboration in Tunbridge Wells
Desirable
- Automotive experience. Experience in the automotive industry – dealership, dealer group, manufacturer, or automotive software or services. Our product is built specifically for automotive retail, so familiarity with how a dealership actually runs (sales, aftersales, service, DMS and lead management) is a significant advantage
- Prior exposure to conversational AI, chatbots, prompt writing or marketing automation platforms
- Experience in a QA, proofreading, content or copywriting role
- Familiarity with CRM or DMS systems, ticketing tools such as Zendesk, and task management tools such as Asana
- Previous experience in a customer-facing, onboarding or implementation role
What We Offer
- A supportive and forward-thinking team environment
- Hybrid working model with regular in-office collaboration in Tunbridge Wells
- Hands-on experience with genuinely innovative AI products, working with major automotive brands
- Ongoing training and professional development
- Career progression opportunities within the Customer Success function
Selection Process
Because written accuracy and quality assurance are central to this role, shortlisted candidates will be asked to complete a short, timed practical exercise. This involves drafting a customer follow-up sequence to a supplied brand tone guide, and reviewing a sample message for accuracy.
Pay: £30,000.00-£35,000.00 per year
Work Location: Hybrid remote in Royal Tunbridge Wells TN1 1HJ
