Product Onboarding Specialist (Conversational AI)

Product Onboarding Specialist (Voice & Conversational AI)

• Location: Gurugram. Candidates with US Visa will be preferred
• Timing: 6pm - 3am IST (US Business Hours), frequent US travel for on-site visits
• Experience: 4 - 8 years
• Function: Product Onboarding / Implementation / Customer Success
• Industry: AI SaaS | B2B
• Reports To:Head of Product Implementation & Onboarding
• Company Stage: Series B

About Spyne

Spyne is building the AI operating system for automotive retail. Starting with visual merchandising and expanding into conversational AI, Spyne helps dealers move inventory faster, respond to buyers instantly, and run more of the dealership stack with AI

.Founded by operators from Amazon, Cox, and OYO, Spyne has grown 30x in under three years and now powers 1,500+ dealerships across the US. Its products, Studio AI and Vini AI, are coming together into a full-stack Retail AI platform for modern dealerships

.Backed by Accel, Vertex Ventures, and Storm Ventures, Spyne is one of the category leaders redefining how dealerships operate in the AI era.

• Studio AI: https://www.youtube.com/watchv=j0_CsQpCbwg
• Vini AI: https://www.youtube.com/watchv=WFjhPWp6gJU

The role

Vini AI is our voice agent for the dealer BDC. It handles sales inbound, sales outbound, and service inbound calls that a dealership would otherwise staff with people. This role owns everything that happens after a dealer signs: connecting Vini to their systems, configuring it for their store, taking it live, and tuning it until the account is stable, performing, and growing. Your accounts are our largest US dealers: franchise groups, multi-rooftop operators, and enterprise dealer bodies where a go-live involves many stakeholders, many phone lines, and zero tolerance for a bad customer call.

Think of the work as forward deployed. You configure the agent for a specific rooftop, debug a call flow at 11pm Central, when youre in the US, you travel to the dealership during go-live, and walk a GM through why their service line is now booking 30% more appointments. You ship, you watch it run on real calls, and you fix it. Youre the shortest path between a blocked dealer and the Product and Tech teams who can unblock them, and youre the field signal that decides what Vini builds next.

What youll own

Technical onboarding and go-live

• Own the deployment plan for each signed dealer. Run the technical kickoff, map their BDC workflows (which calls, which CRM, which DMS, which phone system), and set the go-live timeline with the dealers leadership
• Connect Vini to the dealers CRM, DMS, and telephony. Configure the three call workflows and set up routing, scripts, and escalation rules per store
• Run go-live on site for large accounts. Big dealers want a person in the building when the agent takes its first live calls. Youre that person
• For dealer groups, sequence the rollout across rooftops: prove it on the first store, template the config, and scale it to the rest

Copilot to autopilot

• Tune prompts, intents, and call logic against the dealers real calls until they trust the agent to run unattended.
• Listen to calls. Find the misses (intent confusion, bad transfers, awkward handoffs), separate config fixes from product gaps, and close them
• Set the performance baseline (answer rate, booking rate, containment) and report against it weekly until the account graduates to steady state

Dealer enablement and communication

• Train BDC managers and store staff on how Vini fits their day, what to expect, and how to read its output
• Run weekly readouts with GMs and dealer principals during onboarding. Clear status, honest numbers, next steps. Youre the face of Spyne to these accounts during their first 90 days
• Handle the hard conversation when a metric dips: explain what happened, what you changed, and when theyll see it recover

Live performance and account success

• Monitor your deployments. Watch call performance, catch failures before the dealer does, and fix the agent or the config
• Be the technical expert Success brings in when an account has a problem they cant solve: a drop in answer rate, a workflow that needs reconfiguring after the dealer changes process, a new integration
• Support expansion. Move dealers from one workflow to three, from one rooftop to the group, by proving Vini works on the calls they were nervous about

• Cut onboarding time. Find the steps that slow every deployment and turn them into repeatable setup, templates, or product requests
• File well-scoped, evidence-backed issues from the field. Sit in product prioritization and push customer-facing fixes through to shipped

What we expect

• Product depth. You learn a product to its edges: every setting, every workflow, every failure mode. You can look at a pile of customer problems and tell which ones are config, which are training, and which are real product gaps. You write requests engineers want to pick up
• 5-star communication. You can run an executive readout for a dealer principal, write a status update a GM forwards to his partners, and explain a dropped call in plain English on a tense call. US dealers should rate you their best vendor contact
• 4+ years in implementation, onboarding, solutions, or customer-facing product roles at a B2B software company. Youve owned accounts through go-live and youve sat across from a frustrated user and fixed their problem live
• The judgment to talk to a dealership GM and a Spyne engineer in the same hour and translate between them
• Comfort with how software connects: APIs, integrations, call logs, dashboards. You dont need to write code, but you read the data, form a hypothesis, and rule things out before going to the eng team
• Experience with at least one of: voice AI or conversational AI, telephony or contact-center systems, or CRM/DMS integrations
• Willingness to work US-overlapping hours and travel to the US often, sometimes for a week or more at a time, especially during go-lives
• Ownership of the outcome. When a deployment stalls, you find out why and you fix it

Bonus.

• Youve built or deployed production voice agents and know where they fail: latency, interruption handling, transfers, intent confusion
• You have an engineering or technical background and can debug independently before pulling in the eng team
• Youve onboarded large or multi-location enterprise accounts and run phased rollouts
• Youve owned a product feedback loop before: collecting field signal, turning it into specs, and seeing your requests through to shipped features
• Youve been the first FDE or early implementation hire somewhere and built the playbook from nothing