Onboarding Specialist

Paper Run is an early-stage startup revolutionizing the way eCommerce brands engage with customers through automated direct mail. By blending AI and automation, we help brands achieve impressive results and customer engagement.

We're looking for a motivated, Onboarding specialist to join our growing team and help onboard new brands to Paper Run.

Role Overview

We're seeking a proactive Onboarding Specialist to join our Customer team in London. You will lead the end-to-end onboarding journey for new customers - from campaign setup to "go-live" and beyond.

You'll manage timelines, send weekly performance reports, and foster strong client relationships. Your organisational excellence, resourcefulness, and communication skills will ensure a smooth and scalable experience for clients. Your mission? Create an exceptional first impression-ensuring Customers feel loved, informed, and equipped to thrive.

Key Responsibilities

• Set up and configure organizations and programmatic direct mail campaigns on our internal tooling platform.
• Act as the primary point of contact from contract signature through launch.
• Deliver product demos, training sessions, and troubleshooting support via calls, and email.
• Distribute weekly campaign reports-detailing progress, metrics, insights, and recommendations.
• Maintain onboarding playbooks, SOPs, and best practices.
• Gather client feedback and collaborate with cross-functional teams (Product, Sales, Customer Success) to enhance our offering.

What we're looking for

• Experience: 1+ years in onboarding roles, ideally in fast paced or high growth environments (preferred but not necessary?)
• Education: Bachelor's in Marketing, Advertising, Communications, or a related field. (preferred but not necessary?)
• Tech proficiency: Trello, Pixelixe, Figma (jokes don't think we need this line)

Core competencies:

• Exceptional organisational and project management skills.
• Strong interpersonal and communication skills-written and spoken
• High attention to detail, especially around compliance and data handling
• Ability to problem solve, adapt, and thrive under pressure
• Collaborative mindset and ability to work across diverse teams

Nice-to-Haves

• Previous experience with direct mail platforms.
• Familiarity with DSPs, CRM tools, or analytics platforms.

Why you'll love it here

You'll play a key role in shaping our Customer experience from day one, contributing to retention and growth. You'll have autonomy, a supportive Customer team, and the opportunity to iterate and innovate. Plus, you'll be based in our vibrant London office, part of a dynamic, inclusive workplace.

We're building Paper Run to help e-commerce brands reach and retain customers. Today, Paper Run serves hundreds of your favorite DTC brands. We're a global team and would love to have you help shape the journey with us.