At Nextiva, we’re reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation centric platform. Powered by AI, driven by human innovation.
Our culture is forward thinking, customer obsessed and built on the belief that meaningful connections drive better business outcomes. Whether it’s through our signature Amazing Service®, the technology we create, or the experiences we cultivate, connection is at the core of who we are.
If you’re ready to collaborate with incredible people, make an impact, and help businesses everywhere deliver truly amazing experiences, this is where you belong.
Location: This is an onsite role based at Nextiva’s Guadalajara office (Calle Amado Nervo 2200, Jardínes del Sol, 45050 Zapopan, Jal.) Working together onsite strengthens how we operate, enabling faster decisions, clearer communication, and stronger execution, so you can make a greater impact and move work forward with speed and clarity.
In-Office Expectation: This role is expected to work onsite five days per week, supporting a highly collaborative, in-person team environment.
At Nextiva, delivering Amazing Service® starts with a great onboarding experience. As an Onboarding Implementation Specialist, you'll be the first point of contact for customers after their purchase, helping them successfully begin their journey with Nextiva.
In this customer-facing role, you'll guide customers through the onboarding process by gathering the information needed to configure their services, answering questions, ensuring onboarding requirements are complete, and partnering with internal teams to keep implementations moving smoothly. Success in this role comes from building customer confidence, staying organized, communicating clearly, and ensuring every account is prepared for successful implementation.
This is an excellent opportunity for someone with customer service, technical support, or SaaS support experience who enjoys helping customers, managing multiple priorities, and working in a collaborative environment.
Key Responsibilities
- Serve as the primary customer contact immediately following the sales handoff
- Guide customers through the onboarding process and set clear expectations for implementation
- Collect and validate onboarding information, including users, devices, network details, call flows, authorized contacts, and other account requirements
- Assist customers in completing onboarding requirements using Nextiva's onboarding tools and processes
- Respond to customer inquiries via phone, email, and case management systems throughout the onboarding process
- Troubleshoot common onboarding and configuration questions, escalating more complex issues to the appropriate teams
- Own and coordinate onboarding escalations that arise before or after customer setup by gathering context, communicating clear next steps, engaging the appropriate internal teams, and following through to resolution
- Coordinate with internal implementation and onboarding teams to keep customer projects moving forward
- Maintain accurate customer records and documentation within internal systems
- Ensure customer information is complete and accurate before transitioning the account for implementation
- Use onboarding conversations and account information to identify potential growth opportunities, such as additional users, locations, products, or services that may better support the customer's goals
- Manage multiple customer onboarding cases simultaneously while delivering a positive customer experience
- Follow established onboarding workflows while meeting service-level agreements (SLAs), quality standards, and productivity goals
Preferred
- Experience supporting customer onboarding or account setup
- Basic understanding of VoIP, Unified Communications, or cloud-based technologies
- Experience working in CRM or case management systems
What Makes You Successful
- You enjoy building relationships with customers and creating positive first impressions
- You communicate clearly and professionally with both customers and internal partners
- You stay organized while managing multiple priorities in a fast-paced environment
- You are detail-oriented and ensure customer information is complete and accurate
- You proactively identify issues and collaborate with teammates to resolve them
- You embrace feedback and continuously look for ways to improve
AI Literacy
We encourage team members to use AI responsibly to improve productivity and customer outcomes. Successful candidates should be comfortable learning AI-powered tools that help summarize customer interactions, surface relevant knowledge, improve documentation, and streamline repetitive administrative tasks while applying sound judgment and validating information before sharing it with customers.
Nextiva DNA (Core Competencies)
Nextiva’s most successful team members share common traits and behaviors:
- Drives Results: Action-oriented problem solvers who quickly bring clarity and simplicity to ambiguity, challenge the status quo, and lead meaningful change; celebrating wins to fuel momentum. They act swiftly and pragmatically, learning and improving as they go.
- Critical Thinker: Data-driven, forward-thinking individuals who identify key drivers, anticipate risks, and deliver clear recommendations. They confidently leverage AI and automation to reduce friction, improve decision-making, and focus on higher-value work.
- Right Attitude: Collaborative, competitive, and resilient team players who jump in to solve tough problems, learn from setbacks, and foster a culture of service, respect, and care for customers and teammates.
Total Rewards
Our Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can be their best, in and out of the office.
Our compensation packages are tailored to each role and candidate's qualifications. We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position, compensation may include base salary, hourly wages, incentives, or bonuses.
- Health - Major Health insurance for you, your legal partner, and children under 25 years, including Vision and Dental coverage
- Insurance - Life Insurance (24 times your monthly salary)
- Work-Life Balance ️ - Newly hired full-time employees at Nextiva receive 10 personal days before their first anniversary, 12 vacation days on their first anniversary, and 5 personal days annually thereafter in addition to vacation time
- Financial Security - Enjoy a 30-day Christmas bonus, 50% vacation premium, company-matched food vouchers (1 UMA/month), and a 13% matched savings fund (capped at 1.3x annual UMA)
- Wellness - Employee Assistance Program and comprehensive wellness initiatives
- Growth - Access to ongoing learning and development opportunities and career advancement
At Nextiva, we're committed to supporting our employees' health, well-being, and professional growth. Join us and build a rewarding career!
#LI-MP1 #LI-Onsite
Founded in 2008, Nextiva has grown into a global leader trusted by over 100,000 businesses and 1M+ users worldwide. Headquartered in Scottsdale, Arizona, and with teams across the globe, we're the future of customer experience and team collaboration through our AI-powered, conversation-centric platform.
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