Customer Onboarding Specialist, Jobber
CA$59k
+ Equity rewards
Job tracking & customer management
Be an early applicant
Job tracking & customer management
501-1000 employees
Be an early applicant
CA$59k
+ Equity rewards
501-1000 employees
Company mission
To help small business owners move more efficiently, survive changes in the economy, support their families and communities, and WIN at creating something on their own.
Role
Who you are
- 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
- Become an ambassador of our culture by being humble, supportive - and someone who truly gives a sh*t!
- 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, Calendly, 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
- Comfortable leading Zoom meetings with the camera on, creating a professional and personable client experience
- An incredible passion for our customer and a connection to our purpose - to help small businesses be more successful
- Spanish bilingual skills are an asset in this role, as it enables us to better serve a diverse customer base
What the job involves
- Our Customer Onboarding team works with our customers within their first 90 days of using Jobber to train and get them onboarded
- This team thrives on meaningful and impactful communication with one another and with our customers, and plays a significant role in the lives of entrepreneurs and business owners that utilize Jobber
- Reporting to a Manager, Customer Onboarding, the Customer Onboarding Specialist will work to ensure that our customers are supported when they first start their journey with Jobber
- They will work directly with the Sales, Support team and other stakeholders to ensure our tens of thousands of users receive the best experience possible. You’ll help define their experience
- With Jobber, and will work 1:1 with our clients and their businesses to ensure Jobber is working effectively for their business from the very beginning
- 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 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
- Please note: To better support our customer our Customer Onboarding team works a weekday shift and will require the ability to work one weekend day every four weeks to better serve our customers
Our take
For businesses that sell home services, it can be difficult keeping up with paperwork, scheduling appointments, and chasing payments, especially when their teams are small. Jobber delivers a comprehensive toolbox to keep track of all these aspects, so that small business owners can concentrate on more important things like serving their customers and building their brand.
Jobber was founded in 2011, initially to help a friend who owned a small painting business. The founders quickly discovered that what they were building could help many more owners across a number of industries, going on to launch the product which is now used by over 200,000 professionals.
What makes Jobber stand out is that it collects all the vital parts of running a home services business into one place, removing the burden of keeping track of multiple sources of information. The company has seen significant funding which it has invested in R&D and growing its customer base, and boasts four consecutive years on The Globe and Mail's Canada's Top Growing Companies List.
Steph
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jan 2023
$100m
SERIES D
Jan 2021
$60m
GROWTH EQUITY VC
Total funding: $185.8m
Company benefits
- Health, dental, vision, and paramedical for both mind and body, life and travel insurance, and an employee assistance program.
- Health spending and wellness accounts to help with expenses not covered by traditional benefits.
- Equity and RRSP matching of up to 3% of your annual salary.
- Your birthday off!
- Parental leave—complete with top-ups for up to 8 weeks.
- Monthly snack box program with plenty of options for that afternoon pick-me-up.
- Bi-weekly all company stand-ups, quarterly hackathons and town halls, and yearly all-hands professional development sessions.
- Continuous 1:1’s and honest feedback.
- A team of humble and supportive group of Jobberinos who give a sh*t about the work they’re doing.
- Opportunity to have a 1:1 session with one of our Development Coaches, take advantage of our in-house suite of learning opportunities, and build out your personal development plans.
- Hybrid work model.
- Work in either our Edmonton or Toronto office, remotely from anywhere in Canada or the US, or a combination of both.
- Monthly home office allowance and a one-time stipend to help equip your home office.
Company HQ
Downtown, Edmonton, AB
Articles
Leadership
Sam Pillar
(CEO)Former Freelance Software Developer. Previously a Business Analyst and Management Consultant at CGI.
Forrest Zeisler
(CTO)Experienced Developer, with a degree in Engineering from the University of Alberta.
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