Product and Onboarding Specialist

About Bchex
Bchex builds technology for organizations that cannot afford to get compliance wrong: nonprofits, schools, emergency response teams, and community organizations that rely on verified, trusted people to do their work. We are a tight-knit team in Huntersville, NC, and we take seriously the idea that good software should make important work easier.

The Role
We are looking for a Product and Onboarding Specialist to be the person our clients lean on from the moment they sign on. The role centers on our Volunteer Management System (VMS), and extends across our broader platform suite: Chex365, ChexPass, Secure Volunteer, and other products as we continue to grow. This is not a traditional account management role and it is not a support queue job; it sits right in the middle. You will learn our platforms inside and out, help new clients get set up and running confidently, and stay alongside them as they grow. You will report to the Product Innovation Manager and work closely with the Customer Success team and manager, serving as a secondary point of contact who backs up Customer Success and serves as a direct line between client experience and our product team, translating what you hear in the field into things we can act on.

The right person has enough experience to move confidently with clients but is still energized by the day-to-day work of helping people. You are curious about how software works. You communicate clearly and patiently. You notice when something does not feel right and you follow through on it.

What You'll Do

Onboarding and setup

• Lead onboarding for new client organizations, understanding their structure, walking them through setup, and making sure they are configured correctly before go-live
• Guide clients through data imports, user setup, permissions, and initial configuration
• Deliver training sessions tailored to different roles within each client's team
• Create and maintain onboarding materials, guides, and FAQs that make self-service possible

Ongoing client success

• Serve as a secondary point of contact for client questions, issues, and requests after launch, partnering closely with Customer Success rather than replacing that function
• Proactively check in with clients, spot gaps in adoption, and help them get more value from the platform
• Triage incoming issues, distinguishing training gaps from real bugs from feature requests, and routing each appropriately
• Own client communication during platform updates, changes, or service interruptions
• Coordinate directly with Customer Success and its manager on handoffs, escalations, and coverage, so clients always have clear support without gaps or duplication

Product expertise and feedback

• Develop a deep, working knowledge of VMS and our broader platform suite (Chex365, ChexPass, Secure Volunteer, and future products) across all user roles and portal types
• Participate in product testing cycles and provide structured feedback before releases ship
• Synthesize client feedback into clear, actionable input for the product team
• Help build internal knowledge resources so the whole team can answer client questions consistently
• Any other responsibilites assigned by management

What We're Looking For

• 2 to 4 years of experience in client success, account management, technical support, implementation, or a similar client-facing role
• Comfortable learning software products in depth and explaining them clearly to non-technical users
• A clear, organized communicator: you can write a sharp email, run a training call, and document a process without being prompted
• Detail-oriented and dependable: you track follow-ups, notice when something does not look right, and see things through
• Patient and steady with clients who are frustrated or overwhelmed
• A strong internal collaborator who flags issues constructively and works well across teams
• Comfortable in an early-stage environment where some processes are still being built and you are expected to help identify issues.

Nice to Have

• Experience working with nonprofits, school districts, emergency response organizations, or community organizations
• Familiarity with SaaS platforms, CRMs, or volunteer and people management software
• Experience with basic system configuration
• Background in client training

Pay: $50,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• How many years of Saas software support experience do you have?

Education:

• High school or equivalent (Required)

Ability to Commute:

• Huntersville, NC 28078 (Required)

Work Location: In person

Salary : $50,000