Customer Onboarding Specialist

Helpware is a global company providing outsourcing back-office services with offices in the USA, Mexico, Ukraine, and the Philippines. We help small businesses as well as enterprises to free up their teams so they can focus on strategic high-value tasks that will move the dial for their businesses.

We are growing and have an open position as a Customer Onboarding Specialist.

Customer Onboarding Specialists is the first point of contact for prospective and returning SquadLocker customers interested in using our platform for their uniform, team gear, and spirit-wear needs. Utilizing chat and email functionality, you’ll simultaneously address multiple conversations, providing highly customized solutions to users and seeing qualified chats through to launch. Additionally, you’ll partner with Customer Experience and Sales team members to manage escalated opportunities and concerns, ensuring customers are routed to the right person on the Squad. Throughout our customer’s onboarding, you will set the tone for our award-winning support and services that contribute to our exceptional customer ratings.


Skills and Qualifications:

• Excellent written skills in English;
• Experience in the Client support area will be a plus;
• Basic technical background (strong experience in using apps);
• Proactive approach, empathetic individuals, problem-solving skills;
• Customer orientation and ability to adapt/respond to different types of characters;

• Ability to multi-task, prioritize, and manage time effectively.

Responsibilities:

• Respond promptly to incoming chats and emails addressing customers’ questions and offering highly tailored SquadLocker solutions;
• Multitask, manage and prioritize multiple customers simultaneously in a fast-paced environment;
• Provide support to the customers as they learn to use SquadLocker’s platform;
• Lead the onboarding process for new customers, ensuring a seamless journey in creation of SquadLocker online stores; Identify ways to make users successful using the SquadLocker platform;
• Initiate, upload and customize store builds and items per their request to optimize store activations;
• Activate partner accounts by educating and delivering consultative support to requesters;
• Using Photoshop and Illustrator, perform on-the-fly logo edits via email or chat; communicate with the internal design services team for more complicated requests;
• Ask proper qualifying questions to store administrators to determine account potential; Transfer and escalate to appropriate teams based on conversation outcomes;
• Become a subject matter expert of the SquadLocker store building platform and the onboarding process for the SquadLocker Platform;
• Maintain accurate records of customer interactions and onboarding progress using Hubspot;
• Other duties as assigned.

We Offer:

• Competitive compensation linked to USD rate;
• Medical insurance after the trial period
• English classes;
• Schedule Tue-Sat 6pm - 3 am Kyiv time
• Corporate training and parties.

We sincerely thank all applicants for applying; however, only those candidates selected for an interview will be contacted

If you have the qualifications needed and ready to maintain the required duties daily, please apply!

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