Customer Service Onboarding Specialist - Hørsholm

Job description

The Customer Service Onboarding Specialist is responsible for delivering high-quality onboarding sessions to Trackman customers and ensuring that all new users quickly become confident with Trackman products. This role requires consistency, attention to detail, and a customer-first approach. You will also play a key role in optimizing and maintaining onboarding content, supporting new agents, and contributing to the overall efficiency of the support team.

The role covers all Trackman products, including Baseball, Softball, TMiO, Portal, and Booking & Payments, with the expectation to grow as new products are introduced.

Key Responsibilities

Customer Onboarding:

• Conduct a minimum of 3 onboarding sessions per day with new customers.
• Deliver clear training and product walkthroughs for all Trackman products.
• Take primary responsibility for all onboarding-related tickets, ensuring they are up-to-date, properly documented, and follow established processes.
• Ensure every onboarding is up-to-date, optimized, and follows a consistent structure across all sessions. Provide feedback for improvements where needed; all proposed changes are reviewed with the team and the manager before implementation.
• Document each onboarding and create follow-up tickets as necessary.
• Conduct follow-up calls to customers (e.g., 4-week check-ins) to ensure satisfaction and continued product use.

Team Support and Development:

• Collaborate with the team to maintain consistent quality and process.
• Train and support other agents on doing onboarding, but also in correct handling of onboarding tickets to ensure team-wide consistency.
• Assist in support queues (calls/tickets) when onboarding workload is low.
• Share feedback and improvement suggestions with the team and manager to implement updates and enhancements.

Customer Experience:

• Actively listen and adapt onboarding sessions to the customer’s skill level and environment.
• Ensure customers leave each session equipped with the knowledge and resources to succeed with Trackman.

Job requirements

In this role, your ability to manage processes, train others, and ensure consistency will be key to delivering exceptional onboarding experiences. Your expertise will directly contribute to strong, long-lasting customer relationships and a high-performing support team.

• Excellent communication skills: both verbal and written, with the ability to explain complex product features and onboarding processes clearly and concisely.
• Customer-centric mindset: committed to ensuring a smooth, consistent, and positive onboarding experience for every customer.
• Process management & ownership: capable of taking primary responsibility for onboarding-related tickets, keeping them up-to-date, following established processes, and training others to do the same.
• Team collaboration & training: able to work closely with the team, share best practices, and support new team members in following consistent onboarding standards.
• Organizational skills: able to manage daily onboarding volume (minimum 3 per day), schedule follow-ups, and document sessions effectively.
• Adaptability: comfortable tailoring onboardings to different customer backgrounds, skill levels, and environments.
• Technical proficiency: comfortable with software tools, learning new platforms quickly, and guiding customers through technology.
• Interpersonal skills: friendly, empathetic, and able to build rapport with customers and internal teams.

The Office

We have just moved to our state-of-art HQ in Hørsholm, located at DTU Science Park. We take great pride in the building we designed! The office features bright meeting rooms, coffee areas to catch up with colleagues, a large testing arena with simulators available for employees and a fitness centre, everything surrounded by a beautiful forest and respecting the environment. We made sure to utilize the newest technologies to be energy efficient and be mindful of ventilation and sound propagation.

The cherry on top is our canteen: with an indoor and outdoor area to enjoy the fresh food prepared by our own kitchen staff.

Join the home of a powerful sports brand and a one-of-a-kind technology

Our proprietary technology is based on expert knowledge about radar, computer vision, data, and software engineering. Our solutions are developed by specialists who endlessly explore and challenge new technical boundaries. Trackman’s blend of cutting-edge technology, sports, and continued growth make our company an outstanding place to work.

Our work culture is entrepreneurial, ambitious, and rewarding as you get to collaborate with inspiring colleagues and interact with the leaders of golf, baseball, and football. Based on a unique brand reputation, we are proud to work in close partnership with the top athletes, organizations, and teams that rely on our technology to stay ahead of the race.

We are a Danish company founded, owned, and managed since 2003 by three entrepreneurs with a strong passion for sports. Today, we have a global footprint with our headquarters located in Denmark (Hørsholm) and offices in New York, Phoenix, Seoul and Tokyo. We employ over 800 people worldwide, half of which work in Denmark, where most hardware and software products are developed, tested, and manufactured.

Where innovation happens

At Trackman, we know that great people make great products. We believe that teams thrive, and innovation sparks in an atmosphere where people are encouraged to think for themselves, where everybody’s voices are heard, and where the best ideas prevail in the pursuit of exceptional solutions. This mix makes Trackman an inspiring company – for our customers and colleagues.

Share our Passion!

Applications are continuously assessed, so please send your application as soon as possible.