Onboarding Specialist

Location Type: Remote

Employment Type: Full-Time

Position Overview

Join Wordly's fast-growing global team! Wordly is seeking an Onboarding Specialist to help drive customer loyalty by setting them up for success through their implementation of Wordly solutions. Reporting to the Director, Client Success & Support, you will foster strong client relationships by providing exceptional customer service, being the primary point of contact for clients during their initial moments with Wordly, addressing their inquiries, resolving issues, and coordinating with internal teams to deliver solutions that meet and exceed client expectations. Success for you means you have a great relationship with our customers while making sure they are happy with the solution and using it to achieve their goals.

Why Join Wordly?

• We are an energetic and dynamic startup growing fast in a hot market.
• We have a passion for innovating and solving hard problems that affect thousands of users and organizations worldwide.
• We deeply care about system performance and happy customers.
• We are a team of industry veterans and senior tech pros who prioritize performance and ease of use over anything else.
• We embrace remote work and a great work-life balance.

Who You Are

• You have natural story-telling abilities and an intent to always be clear and concise in your communication.
• You can easily explain technical concepts to a non-technical audience.
• You’re passionate about languages and accessibility.
• You’re extra passionate about events and event technology (#EventProf to the front of the line!).
• You keep a pulse on coaching trends and act as the voice of the customer to inform our product and marketing, design teams.
• Strong English skills both written and verbal are critical to success. Internally, English is our designated language for team communication and our customers primarily communicate with us in English too. (Preference will be given to candidates who also speak Spanish).
• We work remotely. You can be located in the APAC region or the North American West Coast (Pacific Time Zone). If you are located in North America, working hours will be adjusted to reflect APAC business hours.
• You are someone with a high level of enthusiasm, curiosity, initiative, commitment, and professionalism.
• You are someone with a strong work ethic.
• You have experience presenting to groups of customers virtually.
• You are someone who thrives in a fast-paced and changing environment.
• You have some experience in customer service, onboarding, integration of software, or equivalent experience.
• You know your way around a CRM.
• But most of all: You’re excited about joining a team that works hard and cares about delivering awesome results!

Responsibilities

• Onboarding new clients.

  • Serve as the customer’s main point of contact through their initial onboarding.
  • Deeply understand their business and technical needs.
  • Own the onboarding process, working with clients and partnering with our internal teams to ensure a successful client onboarding timeline.
  • Lead Onboarding kick-offs, training workshops, escalation calls, and ad-hoc meetings as required.
  • Train customers in their use of the platform by leading coaching sessions, and answering questions via video and e-mail.
  • Provide technical and consultative support to our customers.
  • Guide customers on best practices when using Wordly.
  • Assist the Customer Success Team with workflows and data for accurate tracking and reporting to different stakeholders.
  • Act as an advocate on behalf of the customer and as an expert, offering in-depth and first-hand understanding of their experience and product needs.
  • Develop, improve, and innovate the onboarding playbook.

• First Line of Support (Everyone takes a turn, including the CEO!):

  • Answering emails and chats for some of our customers.
  • Investigation and troubleshooting of situations from customers.
  • Answering our 24/7 emergency line on a rotating basis.

As Wordly is growing rapidly, applicants may be retained and evaluated for additional opportunities.