Job Description
We are looking for a Customer Advisor & Onboarding Specialist to join our Arlington, VA-based US team. In this role, you will ensure our customers get rockstar support and a world-class onboarding experience from their very first interaction with Famly. You will be the face of our frontline US support and be part of customer onboarding over Zoom, managing everything from high-volume call and email responses to platform setup, churn prevention and upsell.
Your role will be crucial in ensuring our customers' long-term success with Famly, building trust, and showcasing Famly's dedication to assisting teachers and childcare providers across the US. You will collaborate closely with your direct manager, the US Customer Operations Team Lead, as well as the US Country Manager and other commercial teammates in our fantastic Arlington office with a breathtaking view of Washington D.C.
You will also be part of a 50+ person commercial operation and 150+ person global company doing incredible work (and having fun along the way) to better the lives of children ages 0-5 around the world!
Overall Job Purpose: As a key player on our US Customer Operations team, you will efficiently manage customer support via in-app chat, email, and phone, while also taking charge of onboarding SMB customers to ensure a smooth and positive start with Famly. You'll provide expert guidance to childcare directors, teachers, and parents, identify retention and upsell opportunities, and maintain a high level of customer satisfaction.
Key Responsibilities: - Respond to customer inquiries via chat, phone, and email efficiently.
- Provide expert guidance to help customers optimize their usage of Famly.
- Lead onboarding calls and training sessions for small to medium-sized business (SMB) customers in a fast-paced sales environment.
- Utilize internal systems like Dialpad, Intercom, Planhat, and Zoom for documentation and communication.
- Troubleshoot technical issues and report bugs experienced by customers.
- Conduct proactive check-ins with customers when needed over Zoom to keep retention high.
- Track and report customer feedback to our product team for continuous improvement.
- Manage churn risk and handle difficult customer conversations with confidence.
- Manage and update the US Help Center with relevant articles and video content.
- Create videos to support training for directors, teachers, and parents.
Success looks like: - Positively impacting metrics including:
- Response times
- Ticket handling
- New customer time to activation
- Customer satisfaction
- Customer retention
- Revenue growth via payments and upsell
Professional Competencies: - 1+ years of experience in customer support in a high-velocity software sales environment.
- Basic experience with onboarding or training non-technical users on new software.
- Clear and concise communication skills (verbal, written, video).
- Strong customer orientation and excellent interpersonal skills.
- Service-minded, patient, and dedicated to providing a great customer experience.
- Proficient in Excel for data manipulation and import.
- Tech-savvy with the ability to quickly learn new software.
- Ability to analyze data lightly and take appropriate action.
Personal Qualities: - Able to juggle multiple projects and priorities simultaneously.
- Courageous in decision-making and confident in customer interactions.
- Proactive, solution-oriented, and thorough in work execution.
- Passionate about improving the lives of children and supporting our customers.
- Embraces change with optimism and creativity to continuously optimize customer operations.
- Team-oriented.
- Ambitious and striving for professional growth.
- A collaborative team member who is ready to lend a helping hand to colleagues
Why You'll Love Working at Famly: - Work with top thinkers and generous teammates in an inspiring environment.
- Enjoy a lot of ownership and freedom to try new things.
- Benefit from 5 weeks of PTO a year and unlimited sick days.
- Comprehensive health insurance, including HSA and FSA.
- 401k plan to secure your future.
- Work in a fantastic WeWork space with a well-stocked fridge, free coffee, and an amazing view of DC.
- Access to a state-of-the-art gym and bike room.
- Enjoy social activities like team dinners, weekly lunch, happy hours, and more.
- Top-notch work equipment, including noise-cancelling headphones.
- Focus on personal and career development, with regular training and learning opportunities.
- The base salary range for this position is $55,000-$75,000 annually.
Interview Process: - Interview with a Famly People Partner, Friedrich
- Logical test
- Interview with the Customer Operations Team Lead, Michelle
- Case assignment
- Present case to the hiring committee
How to Apply: Please send us your CV along with a cover letter that explains what excites you about this role and what you can bring to Famly. Feel free to present your cover letter in any form you prefer.
About Famly: You're probably wondering at this stage, and Famly is...? It all began when our co-founder Henrik's daughter was ready to start at daycare. He couldn't believe the amount of work being done on paper - and how distant he felt from his first child during the day. The paper 'parent' books they exchanged once a month just weren't cutting it. Together with his friend, our co-founder and CEO, Anders, they set about solving that.
Today, Famly is a 150+ person global company, improving the lives of children through our Early Childhood Platform. We support over 7,000 childcare centers and 1M+ users worldwide, saving them time and reducing their admin stress, allowing them much more time to focus on what matters the most. The children.
Famly is committed to creating a more diverse, equal, and inclusive workforce, building teams that represent a variety of backgrounds, perspectives, and experiences. It is a fundamental policy at Famly not to discriminate on any basis, or characteristics and celebrate diversity. Everyone is welcome and encouraged to apply. Famly
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