The AI-powered operating system for the beauty, wellness and self-care sector

About Fresha

Fresha operates as an AI-driven platform for the worldwide beauty, wellness and self-care market, supporting businesses such as salons, barbershops, spas, medspas, fitness studios and health practices.

The platform is relied on by millions of consumers and businesses around the world. It serves more than 140,000 businesses and 450,000+ stylists and professionals, and has processed over 1 billion appointments so far.

The company’s headquarters are in London, United Kingdom, and it maintains 15 offices globally across North America, EMEA and APAC.

Through its marketplace, Fresha enables consumers to find, book and pay for beauty and wellness services with nearby businesses, while partner businesses and professionals use a single platform to run their operations through business software and financial technology tools.

Its ecosystem supports merchants with key operational needs, including appointment scheduling, point-of-sale, customer record management, marketing automation, loyalty features, beauty product stock control and team management.

The consumer marketplace also helps partner businesses grow revenue by using online bookings and automated marketing via mobile applications and advanced integrations with major technology brands such as Instagram, Facebook and Google.

Salary: 910 EUR Gross Per Month

Target Start Date: July 1st 2026

Location: Pristina, Kosovo

Work Setup: Work takes place in the office 5 days each week.

This position involves scheduled shift work, with working hours of 8am - 5pm / 3pm - 12am.

Role overview

As part of the company’s continued and ambitious growth, Fresha is seeking an outstanding Onboarding Specialist to join its global business during a period of rapid expansion.

Reporting to the Head of Onboarding and collaborating closely with the Business Development and Account Management Teams, the role is responsible for delivering high-quality and efficient system setup, while ensuring the accuracy of migrated data for all partners joining the Fresha Ecosystem through both Inbound & Outbound channels.

This opportunity suits someone who wants to work in a fast-paced and constantly evolving environment, can operate independently, enjoys tackling challenges and wants to make a meaningful impact.

To support close collaboration and effective teamwork through in-person interaction, all Fresha employees work from the Pristina office five days a week.

Key Accountabilities

• Clearly explain the onboarding journey and establish expectations for the project plan.
• Support and train partners in using the Fresha platform to drive platform adoption.
• Maintain high quality standards and strong attention to detail throughout onboarding.
• Meet onboarding lead-time expectations, with an average of 7 business days per Onboarding Specialist.
• Monitor project deadlines, follow task progress and keep records of correspondence.

Partner Onboarding

• Take ownership of the partner onboarding journey, manage possible risks and address objections.
• Understand the business needs and challenges of partners that Fresha is expected to solve.
• Show curiosity about the beauty & wellness industry and develop familiarity with how these businesses operate.
• Review competitor software, document workflows and prioritise continuous improvement.
• Instruct, inform and train partners on the product to support a smooth handover experience.
• Prepare and distribute training resources, including video recordings, meeting notes and help centre articles.
• Ensure partners actively use the system and make use of payment and add-on features.
• Build clear tasks in Hubspot and use Loom recordings to provide precise guidance.
• Work with and clean data sheets, using CSV migration tools to upload data in bulk.
• Help partners receive the strongest possible onboarding experience.

Additional Ad-Hoc

• Use Hubspot accurately to reflect each partner’s progress in the onboarding pipeline, while supporting partners through banking and KYC verification processes in a compliant way.
• Actively identify ways to enhance features, internal workflows and the partner experience.
• Work together with teams across different time zones and within markets that use different languages.
• Escalate issues to the support team so that product or migration-tool problems can be resolved.
• Support ad-hoc product-related questions and partner data migration requests.
• Provide cover for teammates and partner projects when needed, contributing to team success.

The responsibilities listed above are not complete, and the Onboarding Teams may be assigned further tasks as needed.

Skills, Experience & Qualifications Required

• A commercial mindset with an understanding of the critical needs involved in partner onboarding.
• Ability to set and manage partner expectations from the very beginning.
• Outstanding organisational ability and strong time management.
• Excellent spoken and written English skills.
• Good command of Excel; experience in data cleaning is considered an advantage.
• Project coordination experience or certification is strongly preferred.
• Experience in the Beauty & Wellness sector or in a previous start-up/scale-up tech company is considered an asset.
• Capacity to recognise problems and opportunities, and to propose or implement actions and solutions.
• Strong analytical ability and troubleshooting skills.
• Ability to influence others through clear communication and negotiation.
• Flexibility and ease working in a fast-moving, changing environment.
• A creative approach to thinking and solving problems.
• Ability to work with people across the business and build strong relationships, including the ability to influence upsell effectively.
• A team-oriented attitude, with willingness to step in and support colleagues whenever necessary.
• A self-starting and highly proactive way of working.
• Additional languages are considered an advantage.

Interview Process

• Skills & Experience - Video-call with Talent Team (30 mins)
• Technical Ability & Cultural Assessment - Panel video-call with Hiring Team (30 mins)

The full interview process is intended to be completed, with feedback delivered, within 2 weeks.