Onboarding Specialist - Toronto, Canada (SMB & Mid-Market)
Top Benefits
About the role
PolyAI automates customer service through lifelike voice assistants that let customers lead a conversation. Our voice assistants make it possible for businesses to deliver outstanding customer service that rivals their human agents. Our customers, which include the world’s leading logos, are expanding how they use our platform, driving automation of critical customer service operations and integrating PolyAI into their daily customer service workflows.
As our first Onboarding Specialist dedicated to SMB and Mid-Market restaurants, you'll play a critical role in shaping and optimising our customer onboarding experience. You will be responsible for guiding new restaurant partners through their first 60 days, ensuring seamless deployment, excellent customer satisfaction, and continual improvement of the onboarding process.
We provide a competitive salary range for this role - which is $80,000 CAD – $90,000 CAD - depending on level and experience. Please note this range is intended as a guide—not a guarantee. Final compensation will be based on individual qualifications, relevant experience, and the scope of the role.In addition to salary, this position includes equity in the business, giving you the opportunity to share in the company’s long-term success.
Key Responsibilities
- Lead the onboarding experience for new restaurant customers, from initial setup to full adoption within their first 60 days.
- Act as the primary contact post-sales handoff during the onboarding phase, ensuring clear communication, timely responses, and proactive problem-solving.
- Identify opportunities for improving and streamlining the onboarding process, contributing to scalable solutions as we grow.
- Maintain close communication and collaboration with sales and product teams, as well as account management to ensure successful and efficient deployments.
- Maintain meticulous documentation and tracking of onboarding progress, customer feedback, and issues to enhance future onboarding experiences.
Qualifications
- 2+ years of professional experience. Experience in onboarding is a plus, but determination, grit and hard work are more important
- Highly organized, detail-oriented, and adept at managing multiple projects simultaneously.
- Exceptional communication and interpersonal skills, with a customer-centric mindset.
- A proactive, solutions-oriented approach; excited about solving challenges creatively and independently.
- Comfortable working in a startup environment—motivated by the opportunity to help build something from the ground up.
- Experience or interest in hospitality, restaurants, or SaaS technology is a plus.
What We Offer
- An opportunity to be a foundational member of a rapidly scaling division at one of the fastest growing startups in the world.
- An energetic, supportive, and fun work environment where your contributions directly impact our growth.
- Opportunities for professional growth, career development, and skill enhancement.
If you're a systems thinker who thrives in dynamic environments and wants to be instrumental in shaping an exceptional customer onboarding experience, we’d love to hear from you!.
Benefits 💰 Participation in the company’s employee share options plan
🏝 20 days vacation
📚 Annual learning and development allowance: We will reimburse the costs of any certified and non-certified training, including conferences, events, books and subscriptions that are relevant to your role at PolyAI, in addition to any formal training that the company offers
🏡 One-off WFH allowance when you join: We will provide you with a one time Working-From-Home (WFH) allowance to ensure you have everything you need to work remotely, uninterrupted
👨👩👧 Company-funded fertility and family-forming programmes
🌸 Menopause care programme with Maven
🏥 Competitive Healthcare plan: We offer health insurance through Alliance. Full details on the plan will be shared with you on your first day
At PolyAI, we take great pride in our values—they guide everything we do. We believe that a strong culture leads to meaningful work and lasting impact.
Our Core Values Are Only the best We expect the best from our people, we hire people that expect the best from themselves, and we nurture this drive for excellence.
Ownership We care deeply about what we do. We take ownership of our initiatives, decisions and outcomes.
Relentlessly improve We demand more from ourselves and are always evolving. Continuous, obsessive improvement is the only way we will transform the world of conversational AI.
Bias for action Our world moves quickly and so do we. We take calculated risks and we deliver impact fast.
Disagree and commit We are all working toward the same goal. If we donʼt agree with something, we work hard to understand it and when a decision is made, we accept it and give it our all.
Build for people We are hyper-focused on delivering the best automated experiences possible so that we can empower people to get exactly what they need, when they need it.
PolyAI is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions at PolyAI will be based on the business needs without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, neurodiversity status or disability status. Kindly find the Privacy Notice for our recruitment process by following the link here. This document provides important information regarding how we handle your personal data throughout the recruitment journey.
Onboarding Specialist - Toronto, Canada (SMB & Mid-Market)
Top Benefits
About the role
PolyAI automates customer service through lifelike voice assistants that let customers lead a conversation. Our voice assistants make it possible for businesses to deliver outstanding customer service that rivals their human agents. Our customers, which include the world’s leading logos, are expanding how they use our platform, driving automation of critical customer service operations and integrating PolyAI into their daily customer service workflows.
As our first Onboarding Specialist dedicated to SMB and Mid-Market restaurants, you'll play a critical role in shaping and optimising our customer onboarding experience. You will be responsible for guiding new restaurant partners through their first 60 days, ensuring seamless deployment, excellent customer satisfaction, and continual improvement of the onboarding process.
We provide a competitive salary range for this role - which is $80,000 CAD – $90,000 CAD - depending on level and experience. Please note this range is intended as a guide—not a guarantee. Final compensation will be based on individual qualifications, relevant experience, and the scope of the role.In addition to salary, this position includes equity in the business, giving you the opportunity to share in the company’s long-term success.
Key Responsibilities
- Lead the onboarding experience for new restaurant customers, from initial setup to full adoption within their first 60 days.
- Act as the primary contact post-sales handoff during the onboarding phase, ensuring clear communication, timely responses, and proactive problem-solving.
- Identify opportunities for improving and streamlining the onboarding process, contributing to scalable solutions as we grow.
- Maintain close communication and collaboration with sales and product teams, as well as account management to ensure successful and efficient deployments.
- Maintain meticulous documentation and tracking of onboarding progress, customer feedback, and issues to enhance future onboarding experiences.
Qualifications
- 2+ years of professional experience. Experience in onboarding is a plus, but determination, grit and hard work are more important
- Highly organized, detail-oriented, and adept at managing multiple projects simultaneously.
- Exceptional communication and interpersonal skills, with a customer-centric mindset.
- A proactive, solutions-oriented approach; excited about solving challenges creatively and independently.
- Comfortable working in a startup environment—motivated by the opportunity to help build something from the ground up.
- Experience or interest in hospitality, restaurants, or SaaS technology is a plus.
What We Offer
- An opportunity to be a foundational member of a rapidly scaling division at one of the fastest growing startups in the world.
- An energetic, supportive, and fun work environment where your contributions directly impact our growth.
- Opportunities for professional growth, career development, and skill enhancement.
If you're a systems thinker who thrives in dynamic environments and wants to be instrumental in shaping an exceptional customer onboarding experience, we’d love to hear from you!.
Benefits 💰 Participation in the company’s employee share options plan
🏝 20 days vacation
📚 Annual learning and development allowance: We will reimburse the costs of any certified and non-certified training, including conferences, events, books and subscriptions that are relevant to your role at PolyAI, in addition to any formal training that the company offers
🏡 One-off WFH allowance when you join: We will provide you with a one time Working-From-Home (WFH) allowance to ensure you have everything you need to work remotely, uninterrupted
👨👩👧 Company-funded fertility and family-forming programmes
🌸 Menopause care programme with Maven
🏥 Competitive Healthcare plan: We offer health insurance through Alliance. Full details on the plan will be shared with you on your first day
At PolyAI, we take great pride in our values—they guide everything we do. We believe that a strong culture leads to meaningful work and lasting impact.
Our Core Values Are Only the best We expect the best from our people, we hire people that expect the best from themselves, and we nurture this drive for excellence.
Ownership We care deeply about what we do. We take ownership of our initiatives, decisions and outcomes.
Relentlessly improve We demand more from ourselves and are always evolving. Continuous, obsessive improvement is the only way we will transform the world of conversational AI.
Bias for action Our world moves quickly and so do we. We take calculated risks and we deliver impact fast.
Disagree and commit We are all working toward the same goal. If we donʼt agree with something, we work hard to understand it and when a decision is made, we accept it and give it our all.
Build for people We are hyper-focused on delivering the best automated experiences possible so that we can empower people to get exactly what they need, when they need it.
PolyAI is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions at PolyAI will be based on the business needs without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, neurodiversity status or disability status. Kindly find the Privacy Notice for our recruitment process by following the link here. This document provides important information regarding how we handle your personal data throughout the recruitment journey.