Customer Onboarding Specialist

About Gaya

Gaya is a browser extension built for independent insurance agencies. It eliminates the manual data re-entry that slows teams down every day, letting agents move information across carrier portals, AMS systems, and raters without retyping anything. Our customers save real time on every quote. We're growing, and we need someone who can make sure every new customer actually feels that.

What you'll do

You pick up right after the sale closes. Your job is to take a new customer from signed to confident, and make sure they reach the point where Gaya is a real part of their workflow.

Here's what that looks like day to day:

• Understand customers’ systems and tools and plan a personalized onboarding experience for them.

• Run the initial onboarding call, walk through how Gaya works, and get the client hands-on with it on their own machine during the call

• Respond to customer support inquiries as quickly and accurately as possible via chat or phone.

• Collect and manage product feedback from clients to share with our product team and participate in conversations advocating for an improved client experience.

• Monitor the accounts’ usage and develop strategies to reactivate them if usage drops or upsell if usage increases.

• Schedule follow-up check-in calls in the days after onboarding to make sure they're using the tool and keeping up the habit

• Build a real relationship with each client so they feel supported, not just sold to

What success looks like

Your north star is activation. That means every client you onboard reaches the point where they're using Gaya on their own, seeing the time saved, and don't need you holding their hand to do it.

What we're looking for

• Strong communication skills, both on calls and in writing

• You're patient, organized, and good at reading people

• You can explain a technical product clearly without overcomplicating it

• You follow up without being reminded

• Experience in insurance, SaaS onboarding, or customer success is a plus but not required

• Familiarity with tools like carrier portals, AMS systems, or agency workflows is a real advantage

• Previously a producer or an account manager at an independent insurance agency is a big plus!

Why this role matters

Retention starts at onboarding. The clients who get activated early stay long-term. This role sits at the center of that, and it directly shapes how customers experience Gaya after the sale.