Software Support and Onboarding Specialist (San Diego based work from home)

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 and organization.

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, 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 live chat, 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 issues
• Cultivate strong relationships with our customers, overseeing setup projects to accurate, successful completion.

• 3+ years of customer service/support center 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 with occasional shifts starting as early as 6 or 7am., * software customer support: 1 year (Required)

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

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?