Onboarding Coordinator and Trainer

Responsibilities

Onboarding

The candidate will be responsible for:

• Managing the onboarding process directly with our customers and keeping Hubspot (CRM) records up to date. This includes:

1. Conducting remote training workshop
2. Creating a plan, timeline and goals for onboarding with the customer
3. Phoning the customer to check in or chase for actions to be completed
4. Resolving complex issues
5. Assisting our customers hirers with signing up to SpacetoCo
6. Assisting with the configuration set-up in the SpacetoCo platform
7. Providing process improvement & simplification advice
8. Providing resolution to customer support enquiries in hypercare

• Flagging capacity or customer issue concerns early with line management.
• Contributing to updating online training modules e.g. filming videos or creating downloadable resources
• Documenting and updating our internal onboarding processes
• Escalating issues to sales e.g. lack of engagement

General

• Other administrative or operational duties to further the achievement of company objectives
• Supporting answering customer service enquiries in times of high demand
• Assisting with quality assurance processes for new venues to ensure a high-quality marketplace.

What are we Looking for?

• Fluent English at the standard of a native speaker
• Strong written and oral communication skills
• Teaching/coaching skills
• Patience to work with customers who have low confidence in tech
• Strong technology aptitude e.g. comfortable working with SAAS platforms
• Strong presentation skills
• 1-2 years experience in training/onboarding B2B software
• Strong project and time management skills
• Comfortable working within a fast-paced environment where it may be required to handle multiple tasks at once
• Creative problem solving skills
• Designing/building online training modules
• Experience with HubSpot