What this job can offer you
This is an exciting time to join Remote and make a personal difference in the global onboarding space as a Client Services Specialist, joining our Onboarding Operations team.
Our ambition is to provide the best end to end customer experience. Working closely with our client and internal operations teams, you will be the first line of response in triaging and addressing all potential company and employee issues related to Onboarding.
What you bring
- Act as a primary point of contact to client facing teams within Remote for all questions related to Onboarding Operations, including subject matter expertise on the practice of compliant, global employee onboarding.
- Shepherd onboardings with enterprise-level clients requiring customized onboarding flows or high-touch onboarding management, guiding them through internal processes and acting as primary point of contact for onboarding team.
- Executing and evaluating employee onboardings to refine/improve service and communication touchpoints, keeping in alignment with CX best practices.
- Influence and/or direct management of the Onboarding Operations Team’s service delivery (response and resolution), directly with our customers and their employees through our Help Desk, or with our Customer Care team as needed.
- Provide companies and employees support on all Onboarding related questions and address their potential issues.
- Collaborate closely with Customer Operations, Customer Care, Customer Experience and Sales teams to provide best in-class support to our clients and ensure answers are provided within strict SLAs.
- Develop and maintain up-to-date knowledge base, documentation and FAQs on Onboarding Operations, especially those used by our go-to-market teams.
- Work cross-functionally with our other key operational teams including Mobility, Lifecycle, Benefits and Payroll to ensure a smooth client and employee experience that compliments service delivery.
- Continuously identify and implement ways to improve the onboarding experience, based on direct feedback from our customers and their employees.
Key Responsibilities
- 4-6+ years human resource and/or client services experience, with a specific focus on service delivery in an employee onboarding capacity
- 2-5 years experience working with HRIS systems data management/analysis and/or ticketing systems, with a specific focus on developing internal training and reporting materials based on data from these systems.
- Experience leveraging automations and 3rd party integrations to maximize speed and efficiency during service delivery
- Deep knowledge of customer/client onboarding best practices, and global employment landscape
- Creative problem-solving abilities with exceptional communication skills
- Strong understanding of service/HR software, with focus on onboarding client service delivery through these platforms
- Proven experience working with internal teams to solve issues affecting customers
- A productivity geek who is constantly thinking of ways to improve and speed up their work
- Ability to adapt to a fast-paced, international work environment with a passion for having a positive impact
- Understanding of the imortance of documentation and the benefits of working asynchronously
- Polished and professional demeanour, and willingness to represent Remote on customer or employee facing video calls.
- Familiarity with Zendesk ticketing system a plus
- Fluent spoken and written English
Practicals
- You'll report to: Director, Onboarding Operations or Senior Manager, Onboarding Operations
- Team: Onboarding team
- Location: Australia or New Zealand
- Start date: As soon as possible
Remote Compensation Philosophy
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.
The base salary range for this full-time position is $62,400 USD to $70,200 USD. 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.
Application process
- Interview with recruiter
- Interview with Team Managers
- Interview with Senior Manager
- Prior employment verification check
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