Job Openings Customer Onboarding Specialist

About the job Customer Onboarding Specialist

Craver is one of the fastest growing technology startups in Canada. We have developed a leading mobile app platform for the restaurant industry and we help hundreds of local restaurants to engage their customers with a mobile app that is branded for their restaurant. With best-in-class features such as mobile ordering, payment, rewards and loyalty and more, we help them retain and grow their loyal customer base. We are working with local brands such as Railtown Cafe, Dalina and AJ’s Pizzeria and well as many brands across North America. Our app platform democratizes technology so that it is accessible to local business, and will in the future be able to power the technology needs of small businesses across the globe.


Craver experienced record growth in 2020 and has been named one of the 11 Canadian Tech Companies to Watch in 2021.

 

As a Customer Onboarding Specialist, you will be joining the Customer Success team and play a pivotal role in the initial onboarding and training of new Craver customers. You will work closely with Sales, Design and Development teams to make sure customer’s app are on track and are released according to the promised timeline. You will help customers understand capabilities of Craver platform and find solutions for their needs within the Craver platform structure. You will develop and maintain strong relationships with customers to ensure that their business needs are met and exceeded. You will have a key role as the first point of contact for our new customers until their app is released to the public. Their success in using our solution is your success


What you’ll do:

You will be involved in all aspects of customer onboarding such as:

  • Communicate with Craver’s new customers and take them through our onboarding flow
  • Troubleshoot and resolve and/or escalate customer technical issues when required
  • Assist customers to effectively use our platform and educate them on our products and best practices.
  • Identify and drive efficiency in the onboarding process by developing best practices and process improvements on an ongoing basis
  • Have a confident phone voice and be comfortable speaking to customers.
  • Work cross-functionally to resolve and escalate customer issues.
  • Assist new customers to quickly identify potential issues, resolve them and/or escalate them appropriately to ensure the best possible experience during the onboarding period
  • Assist in defining product requirements/specifications deemed essential by prospects and new customers but non-standard for Craver
  • Assist in qualifying the value of these non-standard specifications for the prospect/customer
  • Make active contributions to help achieve team goals and successes.

Who you are:

  • You are tech savvy and organized.
  • You have experience working for customer onboarding for SaaS companies.
  • You have a mastery of English and strong, confident written and verbal communication skills.
  • You are able to exude diplomacy, tact, and poise under pressure when working through customer issues.
  • You can learn all aspects of our software quickly to provide relevant answers to customer enquiries.
  • You have a deep and genuine passion about customer success and the role it plays in making a customer-centric team successful.
  • You can think critically, troubleshoot and resolve complex situations.
  • You are able to translate technical info into customer facing content and vice-versa.
  • You are able to know when something is over your head and are not afraid to ask for help. You are skilled at explaining technical problems succinctly and clearly.
  • We are a tech company so proficiency with technology is a must!

Working with us:

  • We’re a close team, who care about each other inside and outside work
  • We value output, not just punching a clock, and offer flexible hours
  • Located in the heart of Downtown Vancouver, making your commute easy
  • Opportunity to learn and expand your knowledge while bringing new innovative ideas into life.
  • Company support for relevant training and conference participation
  • A generous benefits package including prescription drug coverage, massage and dental.
  • We pay quarterly and annual bonus
  • We want you to take part in our success and offer stocks option plan

In addition to applying here and sending us your resume and cover letter, you must respond to the following questions in an email with the subject "CRAVER-ONB-APPLICATION"
careers [a t] craverapp [d o t] com


Situation 1: You have a client with a 2-location restaurant that is using Craver platform for their mobile ordering and rewards. The client reaches out to you via email saying:

My app is not working. All our customers are upset and I'm losing money! Please fix ASAP.

How would you respond to this situation? Please include any email communication that you would have with the client.

Situation 2: After we receive the design assets from our customers, we reach out to them with 3 options for their app design. Customer A has received the following file for their initial design options: https://drive.google.com/file/d/1g_ZJHLxzN32EAmqtbcyP3TRRdNxAbXjy/view?usp=sharing
Client responds with the following email:

I like the lighter design. I like the Orange but I like circle buttons better.

How would you respond to this situation? Please include any email communication that you would have with the client.

Situation 3: We charge clients on a monthly basis from the day they sign up with us. We promise our clients that their app will be ready in 4 weeks or less. It's been 6 weeks since Client A has started working with Craver, but their app is not released yet. This was partly due to the fact they they have been slow in responding to our requests for approving the design of their app. Client has reached out with the following email:

I just noticed I was charged for the 2nd month, but my app is not ready yet. I was promised an app in 1 month. Why should I pay for an app that is not even released?

How would you respond to this situation? Please include any email communication that you would have with the client.

Situation 4: Similar to Situation 2, Client B has been waiting 6 weeks for their app. This time the issue was on our side since we had one of our team members on vacation and we didn't account for a stat holiday. Client now reached out with the following email:

I just noticed I was charged for the 2nd month, but my app is not ready yet. I was promised an app in 1 month. Why should I pay for an app that is not even released?

How would you respond to this situation? Please include any email communication that you would have with the client.

Situation 5: With Craver's Coupon system, Clients can create coupons for % off , or for $ amount off. They can also set restrictions on those coupons, for example limit coupon to only 1 use per customer, etc.
Here is a full list of restrictions that are possible with Craver's Coupon system right now:

  • Per User
  • Start Date Time
  • End Date Time
  • Start Time of Day
  • End Time of Day
  • Days of Week
  • Min Purchase
  • Delivery Type
  • First Order of Customer
  • Include Category
  • Include Product
  • Include Product Item
  • Exclude Category
  • Exclude Product
  • Exclude Product Item
  • Apply To Each Item
  • Max Items Count

Knowing this list of possible restrictions, how would you create the following coupons:

  • 20% off your first app order
  • $2 off your order when you spend $10 or more. Valid between 2 to 5pm on weekdays.
  • $1 off all coffee items from 7 to 9am everyday.
  • Free Coffee when you purchase $15 or more. Valid for the month of October.

Please type in your settings for coupons and restrictions for each of the 4 scenarios.