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