Customer Onboarding Specialist

About Tapi Tapi is a high-growth SaaS company revolutionising property maintenance with innovative software solutions. With a strong presence in New Zealand and Australia, we help property managers streamline their operations through seamless automation and smart integrations. About The Role We’re looking for a Customer Training and Onboarding Specialist to join our Customer Success team. You’ll own the onboarding experience from the moment a customer signs with Tapi – designing and delivering programs that get property managers up and running fast, and building training content that helps them unlock real value from day one. You’ll be someone who genuinely loves helping people get the most out of technology. You understand property management from the inside and you know how to bring a busy, stressed PM through a product in a way that clicks. Here's what our amazing Onboarding Specialist Maggie says about this role... "I genuinely have the most incredible job. Being part of a client’s first experience with Tapi and watching the difference it makes for their team is honestly the best part of my day." What you'll do

• Deliver virtual and on-site training sessions for individuals and groups, making complex features feel simple.
• Collaborate with Sales and Customer Success to align on handovers and ensure a seamless customer experience.
• Work closely with Customer Support to identify common onboarding challenges and address them early.
• Gather feedback from customers during onboarding and use it to sharpen the process.
• Track and report on key onboarding metrics: time to onboard, 30-day user adoption, and customer satisfaction.
• Partner with cross-functional teams to drive improvements in product usability and how we bring customers on board.

Who you are You’ve lived property management. You know what it actually feels like to juggle inspections, maintenance calls, and trust accounting – and that empathy is what makes you exceptional at training. You’re a natural communicator who presents with confidence and simplifies the complex. We’re Looking For Someone Who

• Has worked as a property manager.
• Has strong empathy for PMs and a deep understanding of how they work.
• Is an engaging presenter and storyteller – someone who makes training sessions memorable.
• Is highly organised and comfortable managing multiple customers and priorities at once.
• Communicates clearly and builds rapport quickly.
• Is resilient, positive, and genuinely motivated to help customers succeed.
• Has working knowledge of trust accounting platforms (nice to have).
• Has used Tapi in a previous role (even nicer to have).
• Has experience in PropTech or SaaS (also a bonus).

Why join Tapi At Tapi, We Work Hard, Move Fast, And Have Fun Doing It. Our Values Are The Heartbeat Of How We Grow

• We hustle with class – smarter, faster, better (with respect).
• We’re process obsessed – structure drives scale.
• We go above and beyond – customers, team, everything.
• We’ve got chutzpah – we’re bold, and we back ourselves.

You’ll Also Get

• Competitive salary
• Flexible remote working
• Growth and learning built into your role
• A smart, supportive, high-energy team that’s just getting started