Customer Onboarding Specialist

Jobber; Edmonton; On-site; CAD 59,000; Full time

Job summary

A leading service technology company in Canada seeks a Customer Onboarding Specialist to support small home service businesses. The role involves managing customer relationships, providing expert guidance, and leveraging technology tools for ideal onboarding. Candidates should have strong communication skills and a proven track record in customer service. The position offers a competitive salary of $59,000 CAD along with a comprehensive compensation package that includes equity rewards and professional development opportunities.

Benefits

Equity rewards

Annual health and wellness stipends

Retirement savings matching

Fully paid health premiums

Qualifications

• Exceptional customer support and onboarding experience.
• Experience in high touch customer service roles.
• Strong understanding of technology and tools used in SaaS.

Responsibilities

• Manage onboarding for home service businesses.
• Provide expert guidance and act as trusted advisor.
• Create strategies to support Service Providers.

Skills

Customer service experience

Strong communication skills

Relationship building abilities

Patience

Performance driven

Adaptability

Tools

Salesforce

Chili Piper

Slack

Job description

Does your definition of success mean empowering others?

Then Jobber might be the place for you! We’re looking for a Customer Onboarding Specialist to join our Success team!

Jobber exists to help people in small businesses be successful. We work with small home service businesses, like your local plumbers, painters, and landscapers, to transform the way service is delivered through technology. With Jobber they can quote, schedule, invoice, and collect payments from their customers, while providing an easy and professional customer experience. Running a small business today isn’t like it used to be—the way we consume and deliver service is changing rapidly, technology is evolving, and customers expect more. That’s why we put the power and flexibility in their hands to run their businesses how, where, and when they want!

Our culture of transparency, inclusivity, collaboration, and innovation has been recognized by Great Place to Work, Canada’s Most Admired Corporate Cultures, and more. Jobber has also been named on the Globe and Mail’s Canada’s Top Growing Companies list, and Deloitte Canada’s Technology Fast 50™, Enterprise Fast 15, and Technology Fast 500™ lists. With an Executive team that has over thirty years of industry experience of leading the way, we’ve come a long way from our first customer in 2011—but we’ve just scratched the surface of what we want to accomplish for our customers.

The role:

Reporting to a Manager, Customer Onboarding, our Onboarding team plays a pivotal role in seamlessly integrating the fastest-growing companies into Jobber. By removing technical barriers, streamlining digital payments and guiding Service Providers (SPs) through onboarding processes we ensure a smooth transition while positioning them for future success. With expertise in stakeholder management and navigating intricate relationships, our team consults on Jobber features and integrations, helping these businesses grow and excel on Jobber.

Onboarding Specialists manage a portfolio of home service businesses, offering expert guidance and serving as trusted advisors throughout the onboarding process. They also foster close collaboration with cross-functional teams within Jobber, including R&D, Engineering, Sales, and Customer Success. This team’s contributions are instrumental to the success and growth of our SPs, ensuring they maximize the potential of the Jobber platform and ecosystem.

In this role, your primary focus will be on creating strategies that ensure our SPs feel fully supported and understand the range of features available to them. You’ll recommend and implement tailored solutions that drive their business forward while leveraging scalable tactics to fuel their growth within the first 90 days. Your guidance will be instrumental in shaping their success, making you a critical partner in their journey.

The Customer Onboarding Representative will:

• Be a product expert to ensure that our customers are set up for success from day one.
• Have strong communication skills to actively listen to our users' needs and drive the value of features, workflows and how to use Jobber effectively for their business.
• Be patient and reliable for our customers when things might not be going how they expected.
• Be performance driven, have an achievement mindset, a bias for action, and an eagerness to take initiative.
• Be customer driven This role is highly impactful - We want to build strong customer relationships and deliver customer focused solutions. We’re looking for someone who gets excited to connect with our customers and teach them about using Jobber!
• Drive and encourage feedback loops to help amplify a customer-retention mindset to decision making that is rooted in empathy.
• To be agile and adaptable in a very fast-paced environment We’re growing fast and things are changing every day - what worked yesterday might not anymore. You need to be invigorated by this type of environment, and be excited by a new challenge.
• Strive for execution excellence through the optimization of tooling, process and workflows
• Utilize AI technologies to generate predictive insights, enabling proactive and tailored customer engagement and communications.
• Become an ambassador of our culture by being humble, supportive - and someone who truly gives a sh*t!

To be successful, you’ll need:

• Customer service experience, ideally working in a role that provides a high touch customer service experience to their customers. Bonus points for being in a high volume and SaaS company.
• A track record of exceptional customer support and onboarding of new customers to complex products.
• A strong understanding of our tech stack. Salesforce, Chili Piper, Slack
• Next level communication and relationship building abilities. We move fast, which means you’ll need to build a high degree of trust with peers and key stakeholders. As well, our customers are our life blood, we want someone who is excited to talk to them and provide them a best in class experience.
• An incredible passion for our customer and a connection to our purpose - to help small businesses be more successful.
• Nice to have: Experience with AI tools for enhancing operational efficiencies and customer insights

Please note: To better support our customer our Customer Onboarding Specialist team works a weekday shift and will require the ability to work one weekend day every four weeks to better serve our customers.

Compensation:

At Jobber, we believe that compensation should be transparent, fair, and supportive of your experience and growth. This role comes with a fixed compensation structure, set at $59,000 CAD. Base salary is just one part of a total compensation package that will include equity rewards, annual stipends for health and wellness, retirement savings matching, and an extended health package with fully paid premiums for body and mind. Your professional growth matters to us too! You’ll have access to a dedicated talent development program that includes career coaching and opportunities for career development.

If you have any questions about our compensation approach, we encourage open conversations throughout the hiring process!

The Interview Process:

Step 1: We’ll review your application! The candidates whose experience aligns with the role will be moved forward in the process. We’re looking for people with great customer service experience, that ideally have experience onboarding customers or training individuals. Make sure to highlight this one your application!

Step 2: Screening assignment! Candidates moving forward will receive a link to complete a brief, recorded audio interview through our third party software Willo.

Step 3: Initial convo with TA! A member of Talent Attraction will reach out to you for a first conversation. We want you to share your unique story and experience, and see how’ll you help drive us forward. This is also a great opportunity to ask questions about Jobber and the role!

Step 4: Team Interviews! You’ll have an interview with leaders from your team that will dig into your previous experience and performance, as well as to see your skill set in action in a role play. We’re constantly raising our bar and excited to see what you can bring to Jobber. If successful, you'll move forward to an interview with a Senior Manager from the group!

Step 5: Offer!

What you can expect from Jobber:

• A total compensation package that includes an extended health benefits package with fully paid premiums for both body and mind, matching in RRSP, TFSA or FHSA, and stock options.
• A dedicated Talent Development team and access to coaching, learning, and leadership programs to help you grow your career, reach your goals, and unlock your full potential.
• A unique opportunity to build, grow, and leave your impact on a $400-billion industry that has no dominant player…yet.
• To work with a group of people who are humble, supportive, and give a sh*t about our customers.

We believe that diverse teams perform better and that fostering an inclusive work environment is a key part of growing a successful team. We welcome people of diverse backgrounds, experiences, and perspectives. We are an equal opportunity employer, and we are committed to working with applicants requesting accommodation at any stage of the hiring process.

A bit more about us:

Job by job, we’re transforming the way service is delivered. Your lawn care provider, home cleaning service, plumber or painter could use Jobber to better connect with their customers, save time in the office, invoice faster, and get paid! We’re bringing tens of thousands of people together with technology to deliver billions of dollars a year in services to happy customers. Jobber exists to help make these small businesses successful, and when they’re successful we all win!