Onboarding Specialist

About Wander

Wander is pioneering the hospitality industry's future through WanderOS, an operating system that powers thousands of vacation rental properties, providing comprehensive solutions from direct-booking platforms to guest experience and back-office operations. The team values rapid progress, meticulous attention to detail, and treats every client with unmatched dedication.

Role Overview

As an Onboarding Specialist, you will coordinate all aspects of bringing new WanderOS accounts live—from contract signing to the first booking. You will manage the entire onboarding process including timelines, identification of responsible parties, addressing blockers, and escalating issues to ensure each customer's transition is seamless. You serve as the key problem solver, anticipating and resolving complications such as system integration difficulties or resource bottlenecks.

This position requires full-time, on-site presence in Austin, Texas. Collaboration is frequent with Sales, Site Builders, Customer Success Managers, and Engineering teams.

Responsibilities

• Maintain comprehensive oversight of the onboarding funnel, tracking account stages, milestones, blockers, and target go-live dates as the definitive source of truth.
• Advance each new client from "closed-won" status to live pre-booking within a 14-day timeframe.
• Evaluate daily obstacles including PMS integration challenges, incomplete assets, unresponsive project managers, and product limitations; assign ownership and monitor resolution.
• Allocate onboarding tasks to Site Builders strategically based on workload, expertise, and client details to enable efficient progress.
• Facilitate weekly synchronization meetings among Site Builders, CSMs, and Sales teams to share updates, highlight risks, and enforce deadlines.
• Serve as the primary point of contact for customers during onboarding, delivering warm welcomes, clear and concise status reports, and prompt responses to revisions with professionalism and a client-focused tone.
• Identify recurring issues across clients, collaborating to enact system-level improvements involving processes, automation, or product enhancements.
• Work with Engineering and Operations to introduce workflow automations, aiming to reduce manual coordination tasks over time.

Who You Are

• A highly organized operator skilled at managing multiple priorities without losing track of details.
• Composed under pressure, adept at managing over 40 concurrent accounts while maintaining quality.
• Extremely detail-oriented ensuring all dates, contacts, and follow-ups are accurate and up to date.
• Proficient with digital tools like Airtable, HubSpot, Slack, and Google Workspace; bonus for experience with PMS platforms like Hostaway, Guesty, Track, Streamline, OwnerRez, or Escapia.
• Effective and concise communicator capable of resolving complex issues with brief, clear correspondence.
• Results-driven with a focus on delivering fast go-live times and strong customer satisfaction rather than unnecessary meetings.

Preferred Qualifications

• 2 to 4 years’ experience in customer onboarding, implementation, or project management within a fast-paced SaaS or hospitality environment.
• Familiarity with vibe coding and large language models (LLMs).
• Background or knowledge of the vacation rental, short-term rental, or hotel industries.
• Experience in creating or managing workflow automation systems.

Why Join Wander

• Impactful role contributing to the launch of products and processes that affect real homes, travelers, and company revenue within your first year.
• Work within a lean team culture offering equity from day one and easy access to leadership.
• A culture focused on meaningful accomplishments over corporate bureaucracy.