Work setup: Remote

Schedule: TBD

Equipment: Company provided

What does a day in the life as an Onboarding Success Manager look like?

• You will have complete ownership for guiding and supporting both Customers and Team Members through their onboarding journey.
• Being the key point of contact for both a Customer and their new Team Member, from the point at which the Customer submits a new hire on the platform, until the Team Member is Engaged.
• Providing explanatory documentation to Customers and Team Members on company, answering ad-hoc questions quickly and accurately using a wide range of sources;
• Organizing meetings with Customers and Team Members to answer their questions
• Manage custom requests and escalations that occur at the time of onboarding, effectively working with our Sales, Product, Legal and Finance teams
• Supporting contract customization operations in alignment with internal procedures, timely and compliantly
• Creating and updating explanatory documentation on how the onboarding process works
• Following team processes and best practices including playbooks and using internal knowledge sources
• Ensuring information required from customers is captured and processed accurately
• Ensuring complete and accurate data that is held on the platform to underpin smooth employment for a Team Member and a seamless experience for the Customer
• Providing feedback and/or actively maintaining our customer self-service tools so that we can help customers help themselves as much as possible, as well as internal knowledge sources and team processes
• Keeping up to date with Product releases or global employment regulation changes
• Completing ongoing upskilling to meet agreed KPIs

What are the required qualifications for an Onboarding Success Manager?

• 2+ years experience working in HR, or in a customer-facing role for a HR SaaS platform
• You have a customer-first mentality: you can put yourself in their shoes and always want to go the extra mile to ensure that the customer is happy and they feel supported
• You have experience in scheduling and managing customer meetings
• You have experience in managing customer escalations
• You have a track record of meeting and improving customer satisfaction metrics e.g. cSAT, NPS
• First-class attention to detail, organizational and analytical skills and a proven work ethic;
• Excellent written and verbal communication skills
• Comfortable with a fast-paced work environment and working autonomously
• Excellent interpersonal skills, determination and tenacity, along with a sense of humor
• Remote-first advocate and passionate about creating change in the future of work landscape
• Driven by the social impact mission and desire to use skills to influence global change and employment opportunities
  

Ninja Perks and Benefits

• Remote setup
• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee referral program

Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja! Are you ready?

If you are interested, you can access your instant interview here: https://alpharun.com/i/VXf0qwTfyoBck_ZSpb4tp

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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