Über
We are Kaizen, the 1% agency. We believe in the power of continuous improvement - the Japanese concept of Kaizen. No fancy marketing words, just real growth. Every single day. As a performance-driven digital marketing company, we focus 100% on growing revenue for every business we connect with. Our clients rely on seamless onboarding experiences that set the foundation for successful long-term partnerships.
Project Description
We're seeking an experienced Client Onboarding Specialist who can expertly navigate access setup across all major marketing platforms and deliver exceptional client experiences. The ideal candidate will have deep platform knowledge, strong troubleshooting skills, and the ability to make clients excited about starting their journey with our agency. You'll be the critical first touchpoint that sets the tone for successful client relationships.
Responsibilities
- Conduct enthusiastic onboarding calls that get clients excited about working with Kaizen
- Gain access to all necessary marketing platforms and tools for new client accounts
- Guide clients through platform access permissions, verification processes, and payment setup
- Troubleshoot access issues, restrictions, and platform-specific complications independently
- Submit support tickets and appeals to resolve account restrictions or access problems
- Create detailed documentation of client account access and platform configurations
- Coordinate with internal teams to ensure smooth handoff after onboarding completion
- Proactively identify potential onboarding roadblocks and resolve them quickly
- Maintain organized records of all client credentials and access information
- Provide exceptional customer service throughout the entire onboarding process
- Follow up persistently to ensure all access requirements are completed
Must-Have Requirements
- Minimum 2 years of experience in agency onboarding or operations roles
- **Multi-service agency experience required** - not single-platform specialists
- Fluent English with excellent verbal and written communication skills
- Proven customer service experience with ability to create excitement and enthusiasm
- Expert knowledge of platform access processes across Meta, Google, TikTok, and more
- Strong self-guided troubleshooting skills and resourcefulness
- Ability to work independently and solve complex access issues without constant supervision
- Experience conducting client-facing calls and presentations
- Meticulous attention to detail and organizational skills
- Patience and persistence when dealing with platform support systems
- Ability to manage multiple client onboardings simultaneously
Platform Expertise Required
Meta/Facebook Business Manager
- Requesting admin access to Business Manager
- Gaining access to Facebook Pages
- Requesting access to Ad Accounts
- Accessing Datasets/Pixels
- Guiding clients on adding payment methods
- **Troubleshooting:** Submitting tickets to release ad account restrictions
- **Troubleshooting:** Handling pages attached to inaccessible Business Managers
- Understanding Meta's appeals process and restriction removal
Google Ads & Related Platforms
- Requesting access to Google Ads accounts
- Guiding clients through advertiser verification process
- Assisting with payment method setup in ad accounts
- Creating and configuring payment profiles
- Gaining admin access to Google Analytics (or creating new accounts)
- Gaining admin access to Google Tag Manager (or creating new accounts)
- Requesting access to Google Merchant Center
- Accessing YouTube Studio for video ad campaigns
- Managing access to Google My Business profiles
TikTok Business Manager
- Requesting access to TikTok ad accounts
- Guiding clients on payment method addition
- Accessing TikTok Pixel and tracking assets
- Understanding TikTok's business structure and permissions
Email Marketing Platforms
- Gaining admin access to Klaviyo accounts
- Understanding ESP access structures and permission levels
Website Builders & CMS Platforms
- **Shopify:** Requesting collaborator access with appropriate permissions
- **WordPress:** Gaining admin access or creating new user accounts
- **Squarespace:** Managing contributor and admin access
- **Wix:** Requesting site access and permissions
- **Framer:** Understanding access and collaboration features
- **Webflow:** Managing workspace and site access
- Other platforms as needed for diverse client base
Troubleshooting Skills Required
You must have **proven experience and clear action steps** for common scenarios:
- Facebook Page attached to inaccessible Business Manager
- Ad account restrictions on Meta, Google, or TikTok
- Business Manager access issues
- Payment method rejection or verification problems
- Two-factor authentication complications
- Domain verification challenges
- Advertiser verification delays or rejections
- Pixel access and installation permission issues
- Historical account access recovery
You should be able to **independently navigate** platform support systems, submit proper appeals with correct documentation, and follow up persistently until issues are resolved.
Client Communication Requirements
- Conduct onboarding calls with energy and enthusiasm that gets clients excited
- Explain technical processes in clear, client-friendly language
- Set proper expectations while maintaining positive momentum
- Follow up promptly and professionally on all client requests
- Build rapport and trust during the critical onboarding phase
- Handle client concerns or frustrations with patience and professionalism
- Radiate confidence that makes clients feel they're in expert hands
Preferred Qualifications
- Experience with project management or CRM tools (Asana, ClickUp, HubSpot)
- Knowledge of additional marketing platforms (LinkedIn Ads, Pinterest, Snapchat)
- Familiarity with e-commerce platforms beyond Shopify
- Understanding of data privacy and access permission best practices
- Experience with GoHighLevel or other agency management platforms
- Background in digital marketing to understand why access is needed
- Bilingual capabilities (Spanish, Portuguese, or other languages)
Application Requirements
To be considered, please include:
- Detailed examples of complex onboarding scenarios you've successfully resolved
- Specific troubleshooting cases (e.g., Meta restrictions, access recovery, etc.)
- Your approach to handling difficult or frustrated clients during onboarding
- Examples of how you've independently solved platform access issues
- Description of your experience with multi-service agency onboarding (not single-platform)
What Success Looks Like in This Role
- 95%+ of onboardings completed within target timeline
- Zero critical access issues that delay campaign launches
- Clients consistently describe onboarding experience as "smooth" and "professional"
- Proactive identification and resolution of potential roadblocks
- Clear, organized documentation that internal teams can easily reference
- Positive client feedback about their onboarding experience
Budget and Timeline
- This is a full-time or part-time ongoing position
- Hourly rate: Competitive, based on experience
- Hours per week: 20-40 hours depending on client volume
We embody the Kaizen philosophy in all aspects of our work and seek candidates who share our commitment to continuous improvement, transparent communication, performance-driven results, and accountability. Join our team and become the foundation of exceptional client experiences that set the stage for long-term success
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Why This Role is Critical
You are the first impression clients have of working with Kaizen. Your enthusiasm, expertise, and problem-solving abilities directly impact:
- Client retention and satisfaction
- Campaign launch timelines
- Internal team efficiency
- Agency reputation and referrals
If you love solving puzzles, helping people, and being the person who makes things happen - this role is for you.
Contract duration of more than 6 months. with 40 hours per week.
Mandatory skills: Customer Service, Customer Onboarding, Email, English
Sprachkenntnisse
- English
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