Customer onboarding specialist (member concierge)

The Role

As our Customer Onboarding Specialist (Member Concierge), you’ll be the first person most members meet at Minoan. Hundreds of hospitality professionals join every week: hosts furnishing their first rental, property managers refreshing a portfolio, designers sourcing for clients. Some are brand new, while others signed up a while back and haven’t had a chance to dig in. You meet them where they are.

You’ll uncover what each member is trying to do and help them get there – answering questions, offering friendly guidance, pointing them to the right resource. You start with “what do you need?”, not a pitch.

What You’ll Do

• Lead 1:1 onboarding calls and conduct personalized platform demos tailored to each member’s needs.
• Reach out proactively to members who haven’t taken their first steps – a friendly text, call, or email to help them get started.
• Come to every conversation prepared, with a feel for who the member is and what they’re working on.
• Follow up after each conversation with helpful resources and next steps.
• Recognize larger opportunities and connect members with an Account Manager.

What We’re Looking For

• Warm, articulate, and confident on calls – you enjoy talking to people you’ve just met.
• A helper’s instinct – patient with first-time users, energized by getting someone unstuck.
• Sharp judgment – you recognize when a member needs more than onboarding and bring in the right person.
• Fluent in English.
• Experience with — or comfort picking up — tools like Google Workspace, Calendly, Loom, a CRM, and call recording software.
• Up to 20 hours/week, Non-Exempt, Mon–Fri, with flexible scheduling between 9:00 am – 6:00 pm ET.
• This role runs through the end of the year to start, with potential to grow into a longer-term role at Minoan.

Nice to Have

• Experience in hospitality, customer success, onboarding, or community roles.
• Host or property manager yourself – or you’ve furnished a rental and know what that’s like.
• Experience in hospitality, customer success, onboarding, or community roles.
• You’ve used Minoan.

What We Offer

• An opportunity to help shape the future of retail.
• A fun, transparent, and collaborative company culture.
• A challenging and fast-paced environment to grow and learn faster than you would elsewhere.
• Free Minoan membership (access to discounts on 150+ brands).

About Minoan

Your friend in furnishing. Minoan helps hospitality professionals furnish their spaces with unbeatable industry pricing – all in one place. We're building the top furnishing destination for hospitality professionals, powering real-world product experiences that bring products out of the screen and into the spaces where people actually feel them. We believe the best spaces are designed for life, not for clicks, and everything we make should reflect that.

Equal Opportunity Employer:

Minoan is an equal-opportunity employer and welcomes applications from all qualified individuals regardless of race, religion, gender, sexual orientation, or disability.