Expert Onboarding Manager
ExpertVoice
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $55,000 - $65,000 per year
Job Level
Mid-LevelSenior
About the role
- Reporting to the VP of Ecommerce, the Expert Onboarding Manager will be responsible for managing day-to-day team operations, driving process improvements, and partnering cross-functionally to represent the voice of the expert.
- The Onboarding team is responsible for welcoming and guiding experts as they join and engage with the ExpertVoice platform.
- This role ensures a high volume of expert applications are processed on time and accurately, and delivers high-quality support across all channels, resulting in a best-in-class onboarding experience and ongoing engagement.
- Lead and coach a team of Expert Onboarding Coordinators to deliver exceptional support and onboarding experiences for experts.
- Serve as the primary point of escalation for complex or sensitive expert inquiries, resolving issues with professionalism and urgency.
- Monitor individual and team performance; provide regular feedback, coaching, and development to improve quality, efficiency, and consistency.
- Oversee scheduling, staffing, and workflows to ensure coverage across operating hours (including weekends) and maintain service-level expectations.
- Ensure timely, accurate responses to experts via email, chat, and phone, with a focus on education, clarity, and a positive experience.
- Analyze data and trends in expert inquiries to identify pain points, process gaps, and opportunities to improve tools, policies, and workflows.
- Collaborate with Product, Marketing, Brand, and other internal teams to share expert feedback, support key initiatives, and assist with hiring, onboarding, and training new team members.
Requirements
- 3+ years of customer service or customer support experience.
- At least 1 year in a leadership, team lead, or supervisory role (formal or informal).
- Bachelor’s degree in a relevant field or equivalent experience preferred.
- Experience supporting users of a digital product, SaaS platform, eCommerce site, or other technology-driven environment.
- Strong written and verbal communication skills, with the ability to simplify complex information and communicate clearly with diverse audiences.
- Demonstrated ability to motivate, coach, and support a remote team while fostering accountability and collaboration.
- Excellent organizational skills with proven ability to manage multiple priorities, deadlines, and shifting demands in a fast-paced environment.
- Data-driven mindset; comfortable using reports and metrics to inform decisions, optimize team performance, and improve processes.
- Experience in SaaS, eCommerce, or other digital platforms is a plus.
Benefits
- Enjoy competitive pay, plus the chance to earn bonuses through our Company performance plan and annual merit increases.
- We offer medical, dental, and vision insurance for employees, with coverage extended to eligible dependents.
- Additionally, our benefits include flexible spending accounts (FSA), health savings accounts (HSA), life insurance, and both short- and long-term disability.
- Welcome your new addition with up to 15 weeks of paid parental leave for full-time employees.
- Invest in your future with our 401(k) plan and employer match.
- Freedom to work from anywhere in the Continental USA!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicecustomer supportdata analysisprocess improvementteam managementonboardingperformance monitoringworkflow managementSaaSeCommerce
Soft skills
communicationcoachingleadershiporganizational skillsmotivationcollaborationproblem-solvingadaptabilityaccountabilitytime management
Certifications
Bachelor’s degree