Senior Onboarding Client Services Specialist

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

Practical Details

• Reporting to: Manager, Onboarding Operations Client Services
• Team: Onboarding Operations
• Location: Flexible, fully remote
• Start date: As soon as possible

Salary

The annual salary range for this full-time position is $35,250 –$79,300 USD.

Benefits

• Work from anywhere
• Flexible paid time off
• Flexible working hours (we are async)
• 16 weeks paid parental leave
• Mental health support services
• Stock options
• Learning budget
• Home office budget & IT equipment
• Budget for local in-person social events or co‑working spaces

Equal Opportunity Employer

Not only do we encourage folks from all ethnic groups, genders, sexuality, age, abilities, disability status and any other under‑represented group to apply, but we prioritize a sense of belonging. We have 4 ERGs (Women, Disability, Queer, Minorities in Tech) who meet regularly with the People team. During your interviews and beyond, we ask & encourage anybody who needs an accommodation to request one from their recruiter. We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences and this data will help us to stay accountable. We thank you for providing this data, if you chose to.