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documentation customer success process improvement onboarding contract management📋 Description
- Own onboarding journey for Customers and Team Members from hire to Engaged.
- Collaborate with Legal, Sales, Product to support onboarding ops for multiple products.
- Provide guidance via documentation and answer ad-hoc questions quickly.
- Schedule meetings with Customers and Team Members to answer questions.
- Manage custom requests and escalations during onboarding with Sales, Product, Legal, Finance.
- Follow team processes and playbooks; use internal knowledge sources.
🎯 Requirements
- 3+ years experience in HR or in a customer-facing role for an HR SaaS.
- You have a customer-first mentality and aim to ensure customer happiness.
- Experience in scheduling and managing customer meetings.
- Experience in managing customer escalations.
- Track record of improving csAT and NPS.
- Experience improving team processes for consistent customer experience.
🎁 Benefits
- Work from anywhere; no borders or HQ.
- Paid time off: 40 days per year.
- Mental health support via Plumm.
- Wellbeing allowance monthly in ThanksBen wallet.
- Flexible parental leave: at least three months, up to 12 months.
- WFH stipend for laptop and home office equipment.
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