Customer Onboarding Specialist

Does your definition of success mean empowering others?

Then Jobber might be the place for you! We’re looking for a Customer Onboarding Specialist 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.

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.

The role: 

Reporting to a Manager, Customer Onboarding, our Onboarding team plays a pivotal role in seamlessly integrating the fastest-growing companies into Jobber. By removing technical barriers, streamlining digital payments and guiding Service Providers through onboarding processes we ensure a smooth transition while positioning them for future success. With expertise in stakeholder management and navigating intricate relationships, our team consults on Jobber features and integrations, helping these businesses grow and excel on Jobber.

Onboarding Specialists manage a portfolio of home service businesses, offering expert guidance and serving as trusted advisors throughout the onboarding process. They also foster close collaboration with cross-functional teams within Jobber, including R&D, Engineering, Sales, and Customer Success. This team’s contributions are instrumental to the success and growth of our SPs, ensuring they maximize the potential of the Jobber platform and ecosystem.

In this role, your primary focus will be on creating strategies that ensure our SPs feel fully supported and understand the range of features available to them. You’ll recommend and implement tailored solutions that drive their business forward while leveraging scalable tactics to fuel their growth within the first 90 days. Your guidance will be instrumental in shaping their success, making you a critical partner in their journey.

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, have an achievement mindset, a bias for action, and an eagerness to take initiative.
• Be customer driven This role is highly impactful - We want to build strong customer relationships and deliver customer focused solutions.  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 tooling, process and workflows
• Utilize AI technologies to generate predictive insights, enabling proactive and tailored customer engagement and communications.
• 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 our tech stack. Salesforce, Calendly, Slack
• 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 excited to talk to them and provide them a best in class experience.
• An incredible passion for our customer and a connection to our purpose - to help small businesses be more successful. 
• Nice to have: Experience with AI tools for enhancing operational efficiencies and customer insights

Compensation:

At Jobber, we believe that compensation should be transparent, fair, and supportive of your experience and growth. This role comes with a fixed compensation structure, starting at $59,000 CAD.

Base salary is just one part of a total compensation package that will include equity rewards, annual stipends for health and wellness, retirement savings matching, and an extended health package with fully paid premiums for body and mind. Your professional growth matters to us too! You’ll have access to a dedicated talent development program that includes career coaching and opportunities for career development.

If you have any questions about our compensation approach, we encourage open conversations throughout the hiring process!

Please note: To better support our customer our Customer Onboarding Specialist team works a weekday shift and will require the ability to work one weekend day every four weeks to better serve our customers.