Customer Onboarding & Support Specialist

Company Overview

Rex Software is an 80-person digital product and services company with teams based in Brisbane, Australia, and London, UK. We build innovative technology for the property industry, supporting thousands of customers every day across our CRM, property management solutions, digital advertising suite, and website builder.

We’re passionate about creating products that genuinely improve the way real estate professionals work, supported by exceptional customer experiences from onboarding through to long-term success.

Role Overview

At Rex Software, Rex CRM Onboarding Specialists play a critical role as the key account owners for all newly onboarding Rex CRM clients. Their core responsibility is to ensure new customers are set up for success, transitioning smoothly onto the Rex CRM platform and confidently engaging with its core features from day one.

Much like trusted guides, Onboarding Specialists provide structured support, education, and training throughout the onboarding journey. They ensure each client feels confident using Rex CRM and understands how to embed it effectively into their daily workflows.

Rex CRM Onboarding Specialists are proactive advocates for the platform, delivering exceptional service during onboarding and supporting early adoption beyond go-live. They work closely with clients to tailor training based on experience levels, business needs, and team structures, ensuring strong foundations for long-term success.

An ideal Onboarding Specialist thrives on improving onboarding practices, contributes ideas to evolve internal processes, and is deeply invested in driving customer outcomes, product adoption, and overall satisfaction with Rex CRM.

Key Responsibilities

Core Responsibilities

• Client Onboarding:
  Manage the onboarding of new Rex accounts over a 4–12 week period, including structured onboarding plans, training sessions, and Q&A support.
• Account Ownership:
  Act as the primary point of contact for newly onboarding clients, ensuring a smooth and positive transition onto Rex CRM.
• Training Delivery:
  Facilitate best-in-class training sessions tailored to different user roles and experience levels within each client organisation.
• Health Checks:
  Conduct onboarding health checks at defined milestones to assess adoption, engagement, and potential risks.
• Product Engagement:
  Drive strong adoption and engagement with Rex CRM features, supporting clients to embed the system into daily operations.
• Reporting:
  Provide regular reporting on onboarding progress, health checks, risks, churn indicators, and related project work.
  

Secondary Responsibilities

• Client Engagement Projects:
  Contribute to broader client adoption, engagement, and retention initiatives.
• Ongoing Customer Support:
  Provide professional education and onboarding-related customer support as required.
• Training Content Development:
  Assist in improving training videos, documentation, and written resources.
• Webinars and Education Sessions:
  Deliver scheduled webinars, group training sessions, and Q&A sessions as needed.
  

Success Factors

The following experience, skills, and attributes are desirable for success in this role:

• Experience working in the real estate industry (preferred but not essential)
• Experience working within a sales, CRM, onboarding, or customer success environment
• Experience using CRM software, ideally within a real estate or SaaS context
• Strong written and verbal communication skills
• Ability to calmly and confidently navigate customer concerns or conflict
• Strong time management and task prioritisation skills
• A collaborative team player who enjoys supporting others
• Strong problem-solving skills with a customer-first mindset
• Comfortable working in a fast-paced, scaling SaaS environment
• Well-developed customer service skills with a focus on relationship building
• Strong organisational and planning skills
• A curious learner with a genuine interest in continuous improvement and learning new systems
  

Perks & Benefits

• Extra day off to celebrate your birthday
• Additional holiday leave accrued each year (capped)
• Volunteer leave
• Opportunity to work anywhere in the world for up to 4 weeks

Health insurance and additional health and wellbeing benefits