The Customer Service Onboarding Specialist is responsible for delivering high-quality onboarding sessions to Trackman customers and ensuring that all new users quickly become confident with Trackman products. This role requires consistency, attention to detail, and a customer-first approach. You will also play a key role in optimizing and maintaining onboarding content, supporting new agents, and contributing to the overall efficiency of the support team

The role covers all Trackman products, including Baseball, Softball, TMiO, Portal, and Booking & Payments, with the expectation to grow as new products are introduced.

Key Responsibilities

Customer Onboarding:
- Conduct a minimum of 3 onboarding sessions per day with new customers.
- Deliver clear training and product walkthroughs for all Trackman products.
- Take primary responsibility for all onboarding-related tickets, ensuring they are up-to-date, properly documented, and follow established processes.
- Ensure every onboarding is up-to-date, optimized, and follows a consistent structure across all sessions.



Provide feedback for improvements where needed; all proposed changes are reviewed with the team and the manager before implementation.
- Document each onboarding and create follow-up tickets as necessary.
- Conduct follow-up calls to customers (e.g., 4-week check-ins) to ensure satisfaction and continued product use.

Team Support and Development:
- Collaborate with the team to maintain consistent quality and process.
- Train and support other agents on doing onboarding, but also in correct handling of onboarding tickets to ensure team-wide consistency.
- Assist in support queues (calls/tickets) when onboarding workload is low.
- Share feedback and improvement suggestions with the team and manager to implement updates and enhancements.

Customer Experience:
- Actively listen and adapt onboarding sessions to the customer’s skill level and environment.
- Ensure customers leave each session equipped with the

📌 Customer Service Onboarding Specialist (Bogotá)
🏢 Trackman A/S
📍 Bogotá