Onboarding Specialist (Start up)

About Us Aerotalon is a SaaS (software as a service) operations platform for charter, tour, and commercial aviation operators, our goal is to unify scheduling, compliance, maintenance tracking, and crew management into one system.
Founded by pilots who got tired of duct-taping five different tools together, we're on a mission to give ops teams their time back. We serve operators globally and are scaling fast in a category still dominated by fragmented, outdated software.
The Role We're hiring our first (or one of our firsts!) Onboarding & Support Specialists to own the customer experience from contract signing through to providing a gold standard onboarding and migration process, and beyond. You'll be dealing with CEOs, operations managers, chief pilots, and dispatchers in charter, tour, and mid-market companies who've just made the switch from legacy or non-existent systems, and need a smooth, confident transition onto Aerotalon.
This is a builder's seat: you'll help define the onboarding and support playbook as much as run it, working closely with our CEO/Founder and team rather than inheriting a fully-built machine. No aviation background required — we'll teach you the industry and the product. What matters is that you've worked in SaaS before and know what great onboarding and support should feel like.
What you'll ownOwn onboarding and migration for customers switching from legacy or non-existent SaaS products beforeGuide operators through migrating existing data (crew records, schedules, maintenance history) into Aerotalon accurately and with minimal disruptionRun training sessions with customer teams — ops managers, dispatchers, crew — so they're confident using the platform from day oneBe the first line of support for existing customers — triaging, troubleshooting, and resolving issues via chat, email, or callTrack and escalate recurring issues or feature gaps to product, and keep customers in the loop throughoutWork closely with the founder/Head of Sales to refine the onboarding and support playbook as it evolvesGather and relay customer feedback
What we're looking forPrior experience in a SaaS/software company, ideally in onboarding, implementation, customer support, or customer successSelf-starter who's comfortable with limited existing processStrong written and verbal communication; confident running training sessions and handling technical/compliance-related questionsOrganized and detail-oriented — you're often the last line of defense on data accuracy during migrations, which matters a lot in a compliance-heavy industryAviation, transport, logistics, or regulated-industry experience is a strong plus, but not requiredComfortable learning new, sometimes complex product areas quickly
What you getDirect access to the founder and leadership team — no layers, fast decisionsThe opportunity to shape the onboarding and support process at an early, high-leverage stage in a start upFlexible working arrangement