Remote
What you bring
Significant career experience in a customer-facing role such as solutions consulting, employee or customer onboarding, or similar service delivery; bonus points for HR professional services or hands-on HR operations experience
Strong knowledge of onboarding best practices, with extra credit for understanding the global employment landscape
Demonstrated ability to partner cross-functionally (Sales, Customer Success, Solutions Consulting, Operations) to deliver exceptional customer outcomes
Experience designing and managing customer workflows and project implementation plans
Skilled in managing escalations and collaborating with internal stakeholders and leaders to solve complex customer challenges
Creative problem-solving skills with exceptional written and verbal communication
Comfort working with SaaS platforms to deliver excellent client experiences
A polished, professional presence and confidence in customer- and employee-facing video calls
A process-improvement mindset, with experience using automation or integrations to increase speed and efficiency
Ability to thrive in a fast-paced, international environment with a passion for creating a positive impact
Commitment to documentation and asynchronous workflows to support a distributed team
Familiarity with Zendesk or similar ticketing tools (a plus)
Full fluency in English; additional languages are a bonus
Key responsibilities
Act as the primary point of contact for client-facing teams within Remote on all onboarding-related topics, providing expertise on compliant global onboarding practices
Manage onboarding processes for enterprise-level clients that require tailored workflows or high-touch support, guiding them through internal processes and serving as their main contact within the onboarding team
Execute and evaluate employee onboardings to improve service quality and communication, ensuring alignment with customer experience best practices
Manage service delivery for onboarding operations, responding to customers and employees directly via the Help Desk or partnering with the Customer Care team when needed
Provide support to companies and employees on all onboarding-related questions and issues
Collaborate closely with Customer Operations, Customer Care, Customer Experience, and Sales teams to deliver best-in-class client support and meet strict service level agreements
Maintain an up-to-date knowledge base, documentation, and FAQs for onboarding operations, especially for use by go-to-market teams
Partner with other operational teams, including Mobility, Lifecycle, Benefits, and Payroll, to deliver a seamless experience for clients and employees
Continuously gather feedback from customers and employees to identify opportunities to improve the onboarding experience
Method of Application
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