Senior Onboarding Client Services Specialist

What you bring

• Significant career experience in a customer-facing role such as solutions consulting, employee or customer onboarding, or similar service delivery; bonus points for HR professional services or hands-on HR operations experience
• Strong knowledge of onboarding best practices, with extra credit for understanding the global employment landscape
• Demonstrated ability to partner cross-functionally (Sales, Customer Success, Solutions Consulting, Operations) to deliver exceptional customer outcomes
• Experience designing and managing customer workflows and project implementation plans
• Skilled in managing escalations and collaborating with internal stakeholders and leaders to solve complex customer challenges
• Creative problem-solving skills with exceptional written and verbal communication
• Comfort working with SaaS platforms to deliver excellent client experiences
• A polished, professional presence and confidence in customer- and employee-facing video calls
• A process-improvement mindset, with experience using automation or integrations to increase speed and efficiency
• Ability to thrive in a fast-paced, international environment with a passion for creating a positive impact
• Commitment to documentation and asynchronous workflows to support a distributed team
• Familiarity with Zendesk or similar ticketing tools (a plus)
• Full fluency in English; additional languages are a bonus
• Operational Innovation & AI Adoption.

Key responsibilities

• Act as the primary point of contact for client-facing teams within Remote on all onboarding-related topics, providing expertise on compliant global onboarding practices
• Manage onboarding processes for enterprise-level clients that require tailored workflows or high-touch support, guiding them through internal processes and serving as their main contact within the onboarding team
• Execute and evaluate employee onboardings to improve service quality and communication, ensuring alignment with customer experience best practices
• Manage service delivery for onboarding operations, responding to customers and employees directly via the Help Desk or partnering with the Customer Care team when needed
• Provide support to companies and employees on all onboarding-related questions and issues
• Collaborate closely with Customer Operations, Customer Care, Customer Experience, and Sales teams to deliver best-in-class client support and meet strict service level agreements
• Maintain an up-to-date knowledge base, documentation, and FAQs for onboarding operations, especially for use by go-to-market teams
• Partner with other operational teams, including Mobility, Lifecycle, Benefits, and Payroll, to deliver a seamless experience for clients and employees
• Continuously gather feedback from customers and employees to identify opportunities to improve the onboarding experience

Practicals

• Reporting to: Manager, Onboarding Operations Client Services
• Team: Onboarding Operations
• Location: Flexible, fully remote
• Start date: As soon as possible

Application process

1. Asynchronous profile review
2. Interview with a recruiter
3. Interview with the hiring manager
4. Interview with a peer
5. Interview with a senior manager
6. Bar Raiser interview
7. Asynchronous offer
8. Prior employment verification check 

Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.

At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce. We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.
Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change.
At Remote, we foster internal mobility as a key element of our culture of employee growth and development, supported by a compensation philosophy that guarantees pay equity and fairness. Therefore, all compensation changes associated with an internal move will be reviewed by the Total Rewards & People Enablement team on a case by case basis.

Benefits

• work from anywhere
• flexible paid time off
• flexible working hours (we are async)
• 16 weeks paid parental leave
• mental health support services
• stock options
• learning budget
• home office budget & IT equipment
• budget for local in-person social events or co-working spaces

How you’ll plan your day (and life)

We work async at Remote which means you can plan your schedule around your life (and not around meetings). Read more at remote.com/async.

You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your life-work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs.

If that sounds like something you want, apply now!

1. Please fill out the form below and upload your CV with a PDF format.
2. We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.
3. If you don’t have an up to date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead.

We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences and this data will help us to stay accountable. We thank you for providing this data, if you chose to.

Please note we accept applications on an ongoing basis.