Onboarding Specialist

Job Title: Onboarding Specialist

Location: Lisbon (Hybrid)

Contract: Full-Time Permanent

About us

Cyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.

Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience.

Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specialized in technology.

Opened in 2025, our Lisbon Regional Operation Center has grown to over 50 employees within less than ten months, with ambitious plans to expand to 300 employees by 2027.

About the role

The Customer Onboarding Specialist will serve as the primary point of contact during onboarding, providing proactive communication and guidance. This includes taking customers through how to use our software at the start to upskill them further to better utilize and successfully adopt our products. The Customer Onboarding Specialist is also responsible for promoting our training packages to help generate additional revenue for the company.

This role will also play a key part in building a thoughtful digital Onboarding journey for small and mid-market customers. They will help Identify early signs of customer challenges or risks and escalate appropriately to mitigate churn and improve customer retention.  The Onboarding Specialist will compile data analytics and customer feedback to improve onboarding processes and product usability.

Main Responsibilities:

•  Guide new customers through the onboarding process, ensuring a smooth transition from purchase to successful product adoption.

•  Conduct kick-off calls, discovery sessions, and onboarding meetings to understand customer goals, timelines, and success criteria.

•  Assist customers with account configuration, setup, and integrations.

•  Design, build, and deploy digital onboarding journeys—including automated email sequences, self-service learning paths, in-app guidance, and resource hubs.

•  Maintain and iterate on digital onboarding content to improve clarity, engagement, and time-to-value.

•  Collaborate with Training, Product, and Customer Success teams to ensure digital onboarding content aligns with product updates and customer needs. 

•  Proactively promote and sell additional training and/or our training packages to customers to help generate additional revenue 

•  Assist in developing and refining onboarding documentation, playbooks, and identifying areas of need for training content. 

•  Help with ad hoc support to customers, as and when required 

Required Skills and Experience:

•  Excellent communication skills, particularly verbal 

•  Clear pronunciation and good intonation

•  Good listening skills (active listening)

•  Customer service orientated; patient and resilient 

•  Flexible and able to adapt to different channels 

•  Strong planning and organizational skills 

•  Ability to use initiative and work autonomously

•  Team player and collaborative approach to working 

•  Able to understand, speak and write English, French, German. 

•  Comfortable presenting and talking to a group of people

•  Experience with Cyncly products is preferred

•  Basic skills in MS-Office tools 

•  Interest in technology, software and applications is essential 

•  Experience in working with online channels and virtual learning platforms or experience in working in a multi-channel environment are a plus point

•  Experience working within the Kitchen and Bath Design Industry is beneficial

Working for us

At Cyncly, we call our team OneCyncly, a reflection of how we work together as one, united by our purpose: powering businesses that bring spaces to life. Our strength comes from our diversity of experiences, perspectives, and skills — and we thrive when we work together with openness, trust, and respect.

Here, you'll join a group of colleagues who take ownership, solve problems, and focus on making an impact. We embrace curiosity, welcome new ideas, and see mistakes as opportunities to learn. You'll have the freedom to work flexibly and autonomously, supported by teammates and leaders who are committed to your growth.

We celebrate the different ways people contribute and encourage everyone — from every background — to bring their authentic self to work. Because when we collaborate, challenge each other, and share what we know, we build something better together.

If you want to work in a place where your ideas matter, your growth is valued, and your work shapes the spaces people live, work, and play in — come join us.