Customer Support & Onboarding Specialist

Location: Remote (U.S.)
‍Type: Full-Time or Part-Time

About VinesOS

‍VinesOS is a premium direct-to-consumer POS, Club, eCommerce and Reservations platform built specifically for wineries. We help wineries increase revenue, streamline operations, and deliver better customer experiences across POS, wine clubs, events, and ecommerce.
‍
‍

The Role

‍We’re looking for a Customer Support & Onboarding Specialist who thrives on helping customers succeed. This role sits at the intersection of support, onboarding, and product guidance.

You will guide new clients through setup, answer day-to-day questions, and ensure every interaction reflects a high-quality, white-glove experience.

This is not a passive support role. You will actively work with customers to solve problems, improve workflows, and help them get the most out of the platform.
‍

What You’ll Do
‍
Onboarding & Implementation‍

• Guide new customers through onboarding from kickoff to launch
• Configure accounts based on client needs (products, pricing, clubs, workflows)
• Lead onboarding calls and training sessions
• Ensure customers are set up for a successful go-live within a defined timeline

‍
Customer Support

• Respond to support inquiries via chat, email, and occasional calls
• Troubleshoot issues and provide clear, actionable solutions
• Own tickets from start to resolution with strong follow-through
• Maintain a high level of responsiveness and customer satisfaction

‍
Customer Experience

• Act as a trusted advisor to clients, not just a support rep
• Identify opportunities to improve customer workflows and outcomes
• Deliver a consistent, high-quality experience across every touchpoint

‍
Product & Process Feedback

• Surface common issues and feature requests to the product team
• Help improve internal documentation and onboarding processes

‍
What We’re Looking For

• 2+ years in customer support, onboarding, or account management
• Experience working in a winery with DtC software, or working for other DtC Software Platforms
• Strong communication skills (clear, concise, professional)
• Highly organized with strong attention to detail
• Comfortable leading calls and working directly with clients
• Problem-solver who can think independently and take ownership
• Ability to manage multiple customers and priorities at once

What Success Looks Like
‍‍

• Customers launch smoothly and on time
• Support tickets are handled quickly and thoroughly
• Clients feel confident, supported, and taken care of

Why Join Us
‍

• High-impact role with direct customer interaction
• Fast-paced environment with room to grow
• Opportunity to shape onboarding and support processes
• Work with a team that values quality, responsiveness, and customer success