Senior Onboarding Client Services Specialist
New
R
Remote - Referral BoardHuman Resources
Remote-EMEAFull-TimeSenior
Salary35,250 - 79,300 USD per year
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Job Details
- Languages
- Full fluency in English
- Required Skills
- Customer serviceStakeholder managementProcess improvementSaaSZendesk
Requirements
- Significant career experience in a customer-facing role such as solutions consulting, employee or customer onboarding, or service delivery.
- Strong knowledge of onboarding best practices.
- Demonstrated ability to partner cross-functionally across Sales, Customer Success, and Operations teams.
- Experience designing and managing customer workflows and project implementation plans.
- Proven skill in managing escalations and collaborating with stakeholders to solve complex customer challenges.
- Creative problem-solving skills with exceptional written and verbal communication.
- Experience using SaaS platforms to deliver client experiences.
- Polished, professional presence for customer- and employee-facing video calls.
- Process-improvement mindset with experience using automation or integrations.
- Commitment to documentation and asynchronous workflows.
- Full fluency in English.
- Familiarity with Zendesk or similar ticketing tools is a plus.
Responsibilities
- Act as the primary point of contact for client-facing teams within Remote on all onboarding-related topics.
- Manage onboarding processes for enterprise-level clients requiring tailored workflows or high-touch support.
- Execute and evaluate employee onboardings to improve service quality and alignment with best practices.
- Manage service delivery for onboarding operations, responding to customers and employees via the Help Desk.
- Collaborate with Customer Operations, Customer Care, Customer Experience, and Sales teams to deliver client support.
- Maintain an up-to-date knowledge base, documentation, and FAQs for onboarding operations.
- Partner with Mobility, Lifecycle, Benefits, and Payroll teams to deliver a seamless experience.
- Gather feedback from customers and employees to identify process improvement opportunities.
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