Onboarding Success Manager – Seasonal

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October 21

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SupportNinja

WebsiteLinkedInAll Job Openings

B2B • SaaS

SupportNinja is a company that provides customizable and agile outsourcing solutions to help businesses scale and achieve key business outcomes. They specialize in areas like customer experience, customer support, technical support, content moderation, data processing, and finance & accounting. Utilizing AI-enabled solutions, SupportNinja aids over 200 companies in optimizing operations and achieving growth without the burden of extensive headcount increases. Their services focus on flexibility and responsiveness, ensuring tailored solutions that fit the unique needs of each client.

1001 - 5000 employees

Founded 2015

🤝 B2B

☁️ SaaS

💰 Private Equity Round on 2021-02

📋 Description

• Work Setup: WFH • Schedule: TBA • Start Date: ASAP • You will have complete ownership for guiding and supporting both Customers and Team Members through their onboarding journey. • This means 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, 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Competitive compensation • Beautiful facility & Free Meals for onsite positions • Adherence to government-mandated benefits • Retirement Savings Program with Company Matching • Life Insurance • HMO on day 1 • Paid time off, birthday leave • Opportunities for skills training and personal and professional development • Employee referral program • Experience infinite fun so you can have infinite growth.