Functional QA & Customer Onboarding Specialist

Responsibilities

Functional Testing and Quality Assurance

• Conduct daily functional testing of the web platform and mobile applications.
• Test the platform from the perspective of different users, including administrators, coaches, players, and parents.
• Perform end-to-end testing of key workflows before new features, fixes, and updates are released.
• Conduct regression testing to confirm that new changes have not affected existing functions.

Test real-life and edge-case scenarios.

• Test releases across both web and mobile platforms, including different devices where required.
• Identify, document, and reproduce bugs with clear steps, screenshots, videos, and supporting information.
• Maintain structured testing checklists covering all platform features and user roles.
• Prepare testing reports and provide clear approval or feedback before releases move from staging to production.
• Retest resolved issues and confirm that fixes work correctly without affecting related features.
• Maintain a clear understanding of the relationships and dependencies between different platform features.

Project Coordination

• Coordinate with the development team regarding bugs, fixes, feature updates, and release schedules.
• Track reported issues from identification through resolution and final verification.
• Help establish and maintain a structured testing and release process.
• Support phased releases by ensuring each update is properly tested before being made available to customers.
• Prioritise issues based on their impact on customers and core platform functionality.
• Participate in regular product and development review meetings.
• Provide clear updates to management regarding platform stability, open issues, testing progress, and customer concerns.

Customer Onboarding and Training

• Set up new customers and guide them through the onboarding process.
• Conduct platform demonstrations for prospective and existing customers.
• Train administrators, coaches, and other customer representatives on how to use the platform effectively.
• Support customers during their initial implementation and adoption period.
• Prepare and maintain user guides, onboarding checklists, FAQs, and training materials.
• Create or coordinate short instructional videos covering important platform functions.
• Ensure customers understand the correct processes for using the platform and its various features.

Customer Support and Product Feedback

• Act as a key point of contact for customers requiring assistance with the platform.
• Respond to user questions and investigate reported issues promptly.
• Determine whether an issue is caused by a software defect, incorrect configuration, or the user’s understanding of the platform.
• Provide practical support to customers, including on-site assistance when required.
• Gather customer feedback and convert it into clear product requirements or improvement recommendations.
• Represent the customer’s perspective when reviewing new features and platform changes.
• Identify recurring customer difficulties and recommend improvements to the product, onboarding process, or training materials.

Preferred Experience

• Experience working with sports academies, clubs, teams, coaches, or sports management platforms.
• Experience with bug-tracking or project-management tools.
• Familiarity with staging and production environments and software release processes.
• Experience preparing test cases, regression-testing plans, user guides, or training videos.
• Experience delivering software demonstrations and customer training.
• An interest in sports and an understanding of how sports organisations operate would be an advantage.

Key Skills and Attributes

• Customer-focused and able to think from the end user’s perspective.
• Naturally curious and willing to explore every part of the platform.
• Proactive in identifying problems rather than waiting for customers to report them.
• Excellent communicator with the confidence to conduct demonstrations and training.
• Patient, organised, and methodical.
• Strong problem-solving and analytical skills.
• Accountable and consistent in following issues through to completion.
• Passionate about learning the platform and becoming its internal functional expert.

Key Performance Indicators

• Performance in this role may be measured through:
• Completion of structured testing before each release.
• Reduction in customer-reported functional issues.
• Accuracy and quality of bug reports and test documentation.
• Speed of issue identification, escalation, and verification.
• Successful and timely onboarding of new customers.
• Customer satisfaction with training and ongoing support.
• Availability and accuracy of user guides and training materials.
• Improved platform stability across web and mobile applications.
• Effective coordination between customers, management, and the development team