SaaS Onboarding Specialist (SMB)

Workyard is a growing startup developing an industry changing workforce management SaaS solution for the construction industry. In a market where $300 billion is spent annually on labor, we are fundamentally transforming the experience for both companies and workers by adding trust, transparency, and modern technologies to the work management process.

We are seeking a bilingual (Spanish/English) SaaS Onboarding Specialist for our SMB clients to join our Customer Success team. As an expert in product and the customer journey, you will onboard new clients onto the Workyard platform and serve as a primary point for customer on-boarding and ongoing support. You will strive for excellent customer support outcomes, and ensure key performance metrics are monitored and achieved to the highest level of customer satisfaction.

This position is 100% remote, and business hours will be in PST.

Responsibilities

• Learn and deeply understand the Workyard product, features and roadmap
• Onboard new clients onto the Workyard platform
• Primary contact for all customer support inquiries that are escalated and not answered by automated support tools
• Manage and improve content in the automated support tools to improve customer self service capability utilization
• Ensure timely and accurate resolution of customer inquiries and issues
• Manage and track issue escalations to engineering or within customer success
• Improve performance by raising efficiency and exploring new technology and process improvements
• Provide valuable feedback to the product team based on customer experience and issues
• Assist with special projects as needed

Requirements

• 2- 4+ years experience in Customer Support and/or Customer Success or Implementation for a SaaS solution
• Understanding of business process and data mapping
• Strong analytical and problem-solving abilities, with proficiency in troubleshooting and identifying multiple options for resolution
• Fluency in Spanish
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Adaptability to a fast paced, and constantly changing environment
• Aptitude and appetite to learn new technologies
• Patience when handling tough cases or clients
• Bonus points for domain knowledge in payroll applications or the construction industry