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Customer Onboarding Representative

4 months ago

Toronto, Canada Jobber Full time

**Does your definition of success mean empowering others?**:
Then Jobber might be the place for you We're looking for a **Customer Onboarding Representative **to join our Success team

Jobber exists to help people in small businesses be successful. We work with small home service businesses, like your local plumbers, painters, and landscapers, to transform the way service is delivered through technology. With Jobber they can quote, schedule, invoice, and collect payments from their customers, while providing an easy and professional customer experience. Running a small business today isn't like it used to be—the way we consume and deliver service is changing rapidly, technology is evolving, and customers expect more. That's why we put the power and flexibility in their hands to run their businesses how, where, and when they want

Our culture of transparency, inclusivity, collaboration, and innovation has been recognized by Great Place to Work, Canada's Most Admired Corporate Cultures, and more. Jobber has also been named on the Globe and Mail's Canada's Top Growing Companies list, and Deloitte Canada's Technology Fast 50, Enterprise Fast 15, and Technology Fast 500 lists. With an Executive team that has over thirty years of industry experience of leading the way, we've come a long way from our first customer in 2011—but we've just scratched the surface of what we want to accomplish for our customers.

**The team**:
Our Success team works together with other teams and stakeholders to bring our company values to life for our customers. By being humble, supportive, and truly giving a sh*t, the Success team ensures that our customers are successful in Jobber. This team thrives on meaningful and impactful communication with one another and with our customers, and plays a significant role in the lives of entrepreneurs and business owners that utilize Jobber.

Our Customer Onboarding representatives work with our customers within their first 90 days of using Jobber to train and get them onboarded. This team thrives on meaningful and impactful communication with one another and with our customers, and plays a significant role in the lives of entrepreneurs and business owners that utilize Jobber.

**The role**:
Reporting to a Manager, Customer Onboarding, the **Customer Onboarding Representative **will work to ensure that our customers are supported when they first start their journey with Jobber. They will work directly with the Sales, Support team and other stakeholders to ensure our tens of thousands of users receive the best experience possible. You'll help define their experience with Jobber, and will work 1:1 with our clients and their businesses to ensure Jobber is working effectively for their business from the very beginning.

The** Customer Onboarding Representative **will:

- **Be a product expert** to ensure that our customers are set up for success from day one.
- **Have strong communication skills **to actively listen to our users' needs and drive the value of features, workflows and how to use Jobber effectively for their business.
- **Be patient and reliable **for our customers when things might not be going how they expected.
- **Be performance driven **by both qualitative and quantitative metrics and KPI's
- **Consistently achieve results**, even under tough circumstances - training sessions, NPS, quality score, feature enablement and churn.
- **To be a self-starter.** This role is highly impactful - you'll be doing 6 training sessions a day, 1:1 with our customers. With this type of volume and engagement, we're looking for someone who gets excited to connect with our customers and teach them about using Jobber
- **Drive and encourage feedback loops** to help amplify a customer-retention mindset to decision making that is rooted in empathy.
- **To be agile and adaptable in a very fast-paced environment**. We're growing fast and things are changing every day - what worked yesterday might not anymore. You need to be invigorated by this type of environment, and be excited by a new challenge.
- **Strive for execution excellence** through the optimization of Salesforce and other important tools in our tech-stack.
- **Become an ambassador of our culture** by being humble, supportive - and someone who truly gives a sh*t

**To be successful, you'll need**:

- Customer service experience, ideally working in a role that provides a high touch customer service experience to their customers. Bonus points for being in a high volume and SaaS company.
- A track record of exceptional customer support and onboarding of new customers to complex products.
- A strong understanding of Salesforce, Zendesk, to get the data you need to help both you and the customer be successful.
- Next level communication and relationship building abilities. We move fast, which means you'll need to build a high degree of trust with peers and key stakeholders. As well, our customers are our life blood, we want someone who is exci