Onboarding Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

Urable is an all-in-one business management app designed for niche-oriented service businesses, integrating scheduling, online booking, quoting/invoicing, payment processing, employee management, inventory tracking, and automated customer communication to streamline operations. Its scheduling and booking tools optimize job assignments and client convenience; while invoicing and payments ensure fast, secure transactions. Employee and inventory management simplify payroll and stock oversight, and automated texts enhance client engagement. With a sleek, user-friendly interface, Urable is easy to navigate, and our company delivers unparalleled customer service through dedicated onboarding and support.

Job Summary:

The Onboarding Specialist is responsible for delivering an exceptional first impression to new subscribers of Urable. This role drives new subscriber adoption and account retention through various different channels such as conducting one-on-one video calls to aid with onboarding, answer topic specific questions, and encourage the usage of new and emergent features, fielding live chats and support tickets to troubleshoot issues and serve as product experts, and participate in the Account Set-up Initiative, all in an effort to increase growth rate while reducing churn. This role reports to the Director of Customer Success.

Primary Responsibilities:

• Greet new subscribers via email/live chat/text to initiate onboarding
• Conduct 1:1 onboarding calls to help users configure their account (build out products/services and pricing, import their customer list, upload logos and set branding elements, build employee teams, configure their calendar, set up their integrations, submit info for onboarding onto UrPay, etc)
• Participate in the Account Set-up initiative
• Provide step-by-step walkthroughs for quoting, invoicing, scheduling, and messaging
• Conduct topic driven Q&As
• Respond to live chat and support tickets throughout the day
• Troubleshoot issues such as reminder misfires, calendar integrations, and login problems
• Triage bugs or deeper issues to the dev team with detailed context
• Document FAQs and update internal support documentation
• Monitor trial user activity to encourage engagement (e.g. if no jobs are scheduled in 3 days, send a check-in email)

Skills & Competencies:

• Excellent verbal and written communicator
• Comfortable with technology
• Composed under pressure
• Willing to find creative solutions
• Self starter, able to work independently

Minimum Qualifications:

• Bachelor level education
• Experience with direct customer interactions

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.