Onboarding Specialist
Fresha
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇭 Philippines
Visit company websiteSalary
💰 ₱58,570 per year
Job Level
Mid-LevelSenior
About the role
- Confidently communicate the onboarding process and set expectations of the project plan.
- Guide and train partners on the Fresha platform to encourage platform adoption.
- Provide quality assurance and demonstrate attention to detail during the onboarding process.
- Onboarding lead time; an average of 7 business days per Onboarding Specialist.
- Track project timelines, task progression and record correspondence.
- Lead the partner onboarding journey; manage potential risks and handle objections.
- Understand our partners business requirements and challenges that Fresha will help solve.
- Be curious about the beauty & wellness industry and be familiar with their business operations.
- Scope competitor software, document processes and make continuous improvement a priority.
- Guide, educate and provide product training to ensure a seamless partner handover experience.
- Create and share training materials (video recordings, meeting notes and help centre articles).
- Focus on making sure they actively use our system and utilise our payment/add-on features.
- Create clear tasks using Hubspot and leverage Loom recordings to accurately give instructions.
- Manipulate and clean data sheets; leveraging our CSV migration tools to import data in bulk.
- Assist our partners in getting the best possible onboarding experience.
- Ensure accurate use of Hubspot to reflect the progress of each partner in the onboarding pipeline
- Supporting partners through banking and KYC verification processes; while being compliant.
- Proactively search for opportunities to improve features, internal processes & partner experience.
- Collaborate with teams across multiple timezones and work in markets with different languages.
- Report issues to the support team to ensure product or migration tools problems are resolved.
- Assisting ad-hoc product questions and partner data migration requests. Cover other team members and partner projects - at Fresha, we win as a team.
Requirements
- Commercially minded, understanding critical needs of Partners onboarding.
- Managing expectations of a partner right from the start.
- Exceptionally high organisational and time management skills
- Excellent oral and written communication skills in English
- Proficient in Excel and data cleaning an asset
- Project coordination experience or certification highly desired
- Experience working in the Beauty & Wellness sector or previous start-up/scale-up tech company environment an asset
- Ability to identify problems and opportunities as well as offer or implement actions and solutions
- Strong analytical and troubleshooting skills
- An ability to influence others through effective communication and negotiations
- Flexible and comfortable working in a fast-paced and changing environment
- Creative thinking and problem-solving mindsetAbility to interact with people from across the business and build strong relationships, including the ability to effectively influence upsell.
- Team player - must be happy to ‘roll sleeves up’ and assist the team whenever required
- Self-starter and highly proactive approach
- We are hiring for multiple roles and are seeking candidates with proficiency in one or more of the following languages:
- Spanish
- Mandarin
- Cantonese
- Tagalog / English
- Bahasa
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data cleaningproject coordinationExcelCSV migration toolsquality assurancetraining materials creationtask managementpartner data migrationonboarding processrisk management
Soft skills
communication skillsorganizational skillstime managementanalytical skillsproblem-solvingcreative thinkinginfluencing skillsteam playerself-starterflexibility
Certifications
project coordination certification