Client Onboard Specialist

| Greater Denver Area | Hybrid
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About FareHarbor

Founded in Hawaii in 2013 and acquired by Booking.com in 2018, FareHarbor creates powerful tools that help tour and activity operators run their business with ease and efficiency. With thousands of clients and 500+ employees worldwide, we have the fastest growing team in the business, and we’re shaping the future of travel, together.

Why FareHarbor?

Founding FareHarbor required unwavering passion. Turning a start-up into the world’s leading and largest reservation software for tours, activities, and attractions required relentless dedication and vision. To date, we’ve helped over 15,000 global businesses operate successfully and are proud to have played a role in enabling business owners to live their dreams.

And since day one, we’ve known that our real success lies in our people—the Ohana.

With each new feature launched and new client onboarded, there is a team of incredible people behind the scenes who are full of dedication, passion, energy, and the will to succeed. We encourage everyone to bring their whole selves to  work—to  believe in their abilities, to freely express their creativity, and to contribute with their own uniqueness by wearing their true colors. We take care of one another and always prioritize health and wellbeing. We give our people the space and trust to learn, to try, to succeed, to collaborate, to think outside of the box, to make mistakes, and even to fail. And then we come together to try again.

From the minute you join, you have a voice. You find your space. You make an impact. We celebrate our victories, shout our successes, and are always eager to tackle new challenges. And we can’t wait to see all that’s to come.

About the Role

FareHarbor is looking for a Client Onboard Specialist to join the Denver, CO office. The Onboarding Team works with new clients, providing individualized attention in their transition over to FareHarbor, the leading reservation software in the tours and activities industry. This is a customer-facing role and Client Onboard Specialists will welcome and train our clients on how to manage their FareHarbor dashboard working closely with our sales, support and account management teams. Successful candidates will determine client needs and development solutions customized to the client’s business, and ensure successful implementation of our software. Client Onboard Specialists give the first impressions of FareHarbor to a new client, so individuals must be patient, positive, and efficient throughout the entire onboarding process. 

What you’ll do here:

  • Lead new clients through the onboarding process, from conducting trainings and performing updates, to successful implementation of the software on the client’s website
  • Train 1 to 3 new clients virtually per day
  • Attend and take part in an intensive two-week training of FareHarbor software
  • Maintain proactive and thorough communication with clients in addition to relay their needs across sales, onboarding and customer success teams 
  • Collaborate with clients based on their needs and industry best practices in order to ensure client success and seamless adoption of the software
  • Provide excellent customer service during all interactions with clients
  • Contribute to departmental and cross-departmental projects
  • Become an expert FareHarbor user and stay on top of all new feature releases in addition to industry trends

Requirements:

  • Legally authorized to work in the US
  • Bachelor’s degree or equivalent combination of education and experience
  • Prior experience working in customer service
  • Prior experience working with Google apps (Gmail, Google Suite, etc)
  • Ability to provide a friendly and professional composure to clients, even in intense situations
  • Works well independently and managing multiple projects simultaneously
  • Comfortable prioritizing projects, based on client needs and company goals 
  • Dedicated team player and collaborator
  • Strong and effective communicator, both verbal and written
  • Maintain a strong work ethic in both fast-paced and slow-paced work environments
  • Flexible and adaptable, welcomes new challenges and change

Bonus Points if you have:

  • Prior experience in a software/tech company
  • Prior experience conducting training sessions remotely with online training tools 
  • Basic knowledge of 3rd party software including Zendesk, Close.io, and Slack

Benefits 

  • Medical, dental + vision coverage
  • 23 days of PTO + paid holidays
  • 401k + employer matching
  • Paid parental leave
  • Opportunity to share your ideas and make a difference in a growing company
  • Fast-paced, high-energy, and engaging work environment

Salary Range: $43,500 - $48,300, plus 10% bonus potential

FareHarbor is committed to creating a diverse environment, and we are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, age, or veteran status. We welcome talent that can offer us new insights and perspectives on challenges that we face, and we take measures to eliminate unconscious bias throughout the interview and hiring process. In tandem, we work to cultivate an inclusive culture in which all of our employees can be their authentic selves.

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Technology we use

  • Product
  • Sales & Marketing
  • People Operations
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • FigmaDesign
    • IllustratorDesign
    • PhotoshopDesign
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • WordpressCMS
    • Close CRM
    • Campaign MonitorEmail
    • Google HangoutsCollaboration
    • SlackCollaboration
    • ZoomCollaboration
    • Airtable Project Management

Location

1700 Broadway, Denver, CO 80202

An Insider's view of FareHarbor

What are some social events your company does?

We have a variety of monthly social events for each of our offices to take part in - including a summer and wintertime party. One event is Aloha Friday, one Friday a month, where we come together in person to share important regional updates, enjoy lunch together and a happy hour in office.

Brooke

Recruiter

How do you collaborate with other teams in the company?

In my role as a dashboard specialist, I work closely with teams that interact directly with clients, like Account Managers and Support Agents. They handle the “what” and "why" part of the changes, while I take care of the "how" by implementing technical updates to the dashboard.

Claudia

Enterprise Client Dashboard Specialist

What makes someone successful on your team?

In the role of a Mid-Market Account Manager, success takes on many different forms as each individual brings their own unique approach and style to the table! In my experience, success on the Account Manager team stems from a proactive and "be curious" approach.

Chandi

Mid-Market Account Manager

How do your team's ideas influence the company's direction?

On Quality Control we are responsible for thinking critically about our product and giving feedback to make it better. Additionally, because we have an abundance of knowledge about product usage, we are often a source of information for other departments.

Alley

Director, Quality Control

What’s the vibe like in the office?

The vibe in the office is fantastic. It is a highly collaborative environment that is full of positivity. It's a place where we all come together to do our best work. In the office everyone is accessible and happy to answer any questions you might have.

Quinton

Recruitment Coordinator

What are FareHarbor Perks + Benefits

FareHarbor Benefits Overview

* 26 days of paid time off (PTO) and 12 Public Holidays
* Full medical insurance
* Dental and Vision Insurance
* Employee Assistance Program
* Life Insurance
* Short-Term Disability
* 401k plan with employer matching
* Alotted hours towards volunteering
* A casual office environment with tons of company-wide and team building events like First Friday mixers, outings, and more! 

Culture
Volunteer in local community
Open door policy
OKR operational model
Open office floor plan
Quarterly engagement surveys
Hybrid work model
In-person all-hands meetings
Global, hybrid all-hands meetings
Employee awards
Flexible work schedule
Remote work program
Diversity
Highly diverse management team
47% of people managers are women as of May 2023
Hiring practices that promote diversity
All interviewers go through a training with a focus on unconscious bias and how to mitigate its effects. Our hiring process is designed to reduce bias through consistent, skills-based assessment.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
We have a team of Wellbeing Ambassadors that provide wellbeing initiatives throughout the year for employees to participate in.
Mental health benefits
We provide a Headspace subscription to all employees and their families.
Financial & Retirement
401(K)
401(K) matching
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Online course subscriptions available
Customized development tracks
Personal development training

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