Software Support and Onboarding Specialist

Our Sales and Support team is looking for a Software Support Specialist responsible for getting new customers to their first payroll run. In this role, you’ll perform onboarding, data migration, support and training to our US-based customers.

This is one of our most critical jobs to accelerate revenue growth, and we take our work seriously. We strive to bring attention to detail, professionalism, and excellent customer service to every interaction. At SocialSchedules, we always find opportunities to improve and innovate; our team pushes innovation by bringing ingenuity to our daily work and high levels of adaptability to incorporate changes into the way we work. You will excel in this role as a fearless self-starter!

For this role, we are seeking a tech-savvy setup project/account manager with an entrepreneurial mindset, and a high degree of ownership.

Ideally, you have payroll implementation expertise, with a background partnering with, or working inside, a payroll provider. A strong history of customer support for software products is mandatory. If you’re committed to exceptional communication (both written and verbal) and eager to make a significant impact, we want to hear from you.

Responsibilities

• Manage multiple setup/onboarding projects simultaneously, across a variety of businesses with data from a variety of previous payroll systems.
• Be responsible for the timely and accurate onboardings, holding a high quality bar for yourself and your team.
• Manage data for onboarding quickly and responsibly protecting PII and formatting as needed to be uploaded and validated.
• Collaborate with your team and cross-functionally to create and improve processes, process documentation, and tooling.
• Provide customer service via tickets, email, and phone/video directly to companies.
• Drive operational efficiency, meeting SLAs to ensure seamless company onboarding.
• Provide direct assistance to customers dealing with complex payroll scenarios identified during the setup process.
• Cultivate strong relationships with our customers, overseeing setup projects to accurate, successful completion.

• 3+ years of payroll implementation or account management experience
• Proficiency in Excel
• Skillset in creative problem-solving and data interpretation through the application of payroll/business knowledge
• Experienced project manager, capable of managing multiple complex projects to timely completion
• Strong focus on customers, with excellent communication skills in both verbal and written formats.
• Comfortable in highly cross-functional and geographically distributed environments, with a track record of collaborative work with teams.
• A friendly and helpful attitude in all interactions with teammates and customers
• Tech-savvy with comfort in using modern productivity tools and comfortable with learning new technologies
• Self-motivated with a drive for career growth in a tech startup
• Availability to work US Pacific business hours

Join us as we grow an exciting new module for a well established product with loyal customer base.

Pay: $20.00 - $25.00 per hour

Application Question(s):

• Tell me about a time when you hit an unexpected software issue - missing data, a system mismatch, or a deadline at risk. What did you do before escalating, and what was the outcome?
• What types of software platforms have you supported/data have you managed, and how have you approached learning a new system when onboarding a client to software you weren’t already familiar with?