Customer Onboarding Specialist, Jobber
CA$59k
+ Equity rewards
Job tracking and customer management software for home service businesses
Be an early applicant
Job tracking and customer management software for home service businesses
1001+ employees
Be an early applicant
CA$59k
+ Equity rewards
1001+ employees
Company mission
To help home service professionals around the world win.
Role
Who you are
- You'll 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!
- 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
- This role will require the ability to work one weekend day every four weeks to better serve our customers
What the job involves
- 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
- 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
Application 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 you’ll 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!
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 300,000 home service professionals in over 60 countries.
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 HQ
Downtown, Edmonton, AB
Leadership
Sam Pillar
(Co-Founder & CEO)Prior to co-founding Jobber in 2011, Sam was a Freelance Software Developer at Cardboard Creative and a Business Analyst/Management Consultant at CGI.
Forrest Zeisler
(Co-Founder & CTO)Experienced Developer, with a degree in Engineering from the University of Alberta.
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