Onboarding Specialist

Avalara; Singapore; On-site; SGD 45,000 - 65,000; Full time

Job summary

Avalara is seeking an Onboarding Success Specialist to enhance the onboarding experience for customers. The role involves proactive communication through various channels, educating users about the DAVO Sales Tax application, and managing customer relations effectively. The ideal candidate should possess strong problem-solving skills and a high degree of empathy, ensuring customer satisfaction and successful engagement.

Benefits

Great compensation package

Paid time off

Paid parental leave

Eligibility for bonuses

Healthcare benefits

Flexible work schedule

Qualifications

• Experience with email, phone, and SMS communication.
• Familiarity with retail point-of-sale devices and sales tax regulations.
• Ability to work independently in fast-paced environments.

Responsibilities

• Conduct proactive outreach to support merchants through onboarding.
• Educate customers about the DAVO Sales Tax application.
• Participate in light sales activities to drive engagement.

Skills

Empathy

Problem-solving

Organizational skills

Critical thinking

Communication Skills

Spreadsheet proficiency

Job description

What You'll Do

The Onboarding Success Specialist will conduct proactive outreach through phone, email, and SMS to assist merchants in navigating the onboarding process efficiently. They will communicate clearly and precisely with customers, maintaining accurate records in HubSpot. The role also involves familiarizing oneself with merchants' needs, educating and empowering customers about the DAVO Sales Tax application, and participating in projects aimed at improving the onboarding experience. Furthermore, the specialist will engage in light sales activities and product demos to drive customer activation and engagement. Working independently, the specialist will manage their tasks and ensure timely follow-ups with customers. Collaborate with the onboarding manager to enhance all aspects of the onboarding process.

• Conduct proactive outreach (phone, email, SMS) to move merchants through the onboarding process efficiently.
• Familiarize yourself with our merchants and their needs throughout the onboarding process.
• Understand and articulate the DAVO Sales Tax application features and benefits.
• Communicate clearly and precisely with customers in written and verbal form, maintaining accurate and timely records in HubSpot, our CRM system.
• Educate and empower customers by providing clarity on their DAVO Sales Tax application.
• Serve as the voice of the customer within DAVO, driving issues to resolution.
• Escalate problematic or difficult sales tax return issues to the Escalations Specialists.
• Maintain assigned boarding and churn management queues to proactively help customers board and stay connected to the DAVO sales tax system.
• Participate in light sales and product demo activities to help drive customer activation and engagement.

What You'll Need to be Successful

• High degree of empathy with the ability to work with customers in high-pressure situations.
• Excellent problem-solving skills and ability to navigate challenging situations professionally.
• Strong organizational skills - ability to prioritize, manage, multi-task, and execute projects cross-functionally.
• Critical thinker with basic understanding of general math and percentages.
• Team player who can encourage a positive atmosphere.
• Comfortable making outbound and taking inbound phone calls with excellent oral communication skills.
• Exceptional written communication skills for email, text, and chat.
• General understanding of retail point-of-sale devices, sales tax regulations, and their application to small retail businesses.
• Experience with using spreadsheets (Excel, Google Sheets, or similar) and writing basic spreadsheet formulas.
• Ability to take direction and feedback to improve work processes.
• Ability to work independently in a time-constrained environment.

How We'll Take Care of You

Total Rewards: In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.

Health & Wellness: Benefits vary by location but generally include private medical, life, and disability insurance.

Inclusive culture and diversity: Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and executive sponsorship.

Flexible hybrid working: We support hybrid work and flexible schedules for our employees.

Learn more about our benefits by region here: https://careers.avalara.com/

About Avalara

We're Avalara. We're defining the relationship between tax and tech.

We've already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year. Last year, we became a billion-dollar business, and our tribe expanded by a cool thousand people — there's nearly 5,000 of us now. Our growth is real, and we're not slowing down — not until we've achieved our mission: to be part of every transaction in the world.

We're bright, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we've designed, that empowers our people to win. Ownership and achievement go hand in hand here. We instill passion in our people through the trust we place in them.

We've been different from day one. Join us, and your career will be too.

EEO Statement

Sign-in & see how your skills match this job

Sign-in & Get noticed by top recruiters and get hired fast