Onboarding Specialist

About the Role

Cents is looking for an Onboarding Representative to help new operators go live on Cents as quickly, efficiently, and confidently as possible. Your top priority is getting operators up and running on Cents POS so they can start placing orders and taking payments right away. From there, you'll help them see the value in all Cents products so they get started on each one as soon as possible. You'll be the main point of contact for operators as they get started, training owners and their teams on how to use all Cents products, from day-to-day operations to editing their websites and setting up their own configurations. As we launch new products, you'll learn them and teach them too.

This is a customer-facing role for someone who loves helping people. You'll run training sessions over Zoom, answer questions, solve problems as they come up, and make sure every operator feels confident running their business on Cents. Once an operator is fully up and running, you'll hand them off to their Customer Success Manager. The ideal candidate is a tech-savvy self-starter with a positive attitude, a high bar for customer service, and the patience to explain things clearly to people with any level of technical experience.

This position is open to remote candidates, but core hours must overlap 9am-5pm ET, Monday through Friday. For applicants in New York - we're a hybrid team that works together in our NYC office three days a week. Our in-office anchor days are Monday, Wednesday, and Thursday, when you'll find the broader team collaborating, meeting, and connecting in person. Tuesdays and Fridays are remote, giving you dedicated time for focused work while still maintaining the flexibility of a hybrid schedule.

Key Responsibilties

• Get new operators live on Cents POS as quickly as possible so they can start placing orders and transacting right away

• Train operators and their teams on how to use all Cents products, and show them the value of each one so they get started as soon as possible

• Teach operators how to edit their websites and set up their own configurations across Cents products, including new products as they launch

• Lead live training sessions over Zoom

• Serve as the main point of contact for customers during onboarding, keeping them informed of status, timelines, and next steps

• Monitor progress and address roadblocks for operators completing self-service onboarding

• Work with the Implementation team to make sure each account is configured correctly before training begins

• Manage the handoff to each customer's Customer Success Manager once they are live

• Provide incredible customer service during every interaction with clients

• Share customer feedback with the Product team and represent the voice of our customers

• Ad hoc responsibilities as needed

Requirements

• B.A, B.S. or equivalent degree

• At least 6 months to 1 year of customer service, customer success, or inside sales experience

• Experience in SaaS and CRM platforms is preferred, but not required

• Tech-savviness with an ability to conduct presentations virtually using Zoom and troubleshoot any complications that arise as a result

• Organizational skills, detail, and task-oriented

• Excellent written and verbal communication skills

• Self starter & Team player mindset

• Ability to work effectively in a fast paced environment

Nice to Haves

• Experience training or onboarding customers on software, either virtually or in person

• Comfort explaining technical products to customers with any level of tech experience

• Familiarity with the laundry, dry cleaning, or small business services industry