Provider Success & Onboarding Specialist (Home Services)

Provider Onboarding Specialist

About the Role

InstaService is looking for a highly motivated Provider Onboarding Specialist to help onboard and prepare service providers before they begin accepting jobs on our platform.

You will be one of the first points of contact for new service providers and will be responsible for guiding them through the onboarding process, training them on the InstaService platform, explaining expectations and policies, and ensuring they are fully prepared to deliver a great customer experience.

Key Responsibilities

• Coordinate with new service providers throughout the onboarding process.
• Conduct onboarding and training sessions over phone and video calls.
• Explain InstaService policies, processes, service standards, and provider expectations.
• Train providers on how to use the InstaService app and manage bookings.
• Educate providers on customer communication, professionalism, punctuality, job acceptance, cancellations, and service quality expectations.
• Verify that providers understand platform requirements before activating them.
• Follow up with providers who have incomplete onboarding requirements.
• Answer provider questions and help resolve onboarding-related issues.
• Maintain accurate onboarding records and track provider readiness.
• Work closely with Operations and Provider Success teams to ensure a smooth transition from onboarding to active provider status.
• Identify common onboarding challenges and recommend improvements to the process.

Requirements

• Fluent in both English and Spanish.
• Excellent spoken English with clear, professional communication that is easily understood by U.S.-based service providers.
• Strong Spanish verbal communication skills.
• Confident communicating over phone and video calls.
• Excellent interpersonal and relationship-building skills.
• Ability to train, guide, and set clear expectations with service providers.
• Strong organizational and follow-up skills.
• Comfortable working in a fast-paced startup environment.
• Ability to handle multiple providers at different stages of onboarding.
• Must be flexible to work U.S. time zones, including schedules aligned with U.S. business hours.
• Previous experience in onboarding, customer success, operations, training, call centers, marketplace operations, or service-provider management is preferred.

What Success Looks Like

You will help ensure that every provider joining InstaService understands how the platform works, knows what is expected of them, and is ready to provide a reliable and professional experience to customers from their very first booking.