Customer Onsite Specialist (3 months contract)

Wonolo • Baltimore, MD

9d • Onsite

About The Position

Wonolo is a two-sided technology marketplace connecting businesses that need front-line workers with workers seeking flexible and consistent opportunities. The Customer Onsite Specialist visits customer job sites, commonly warehouses or production facilities, to help customers and Wonoloers access support and have a seamless experience. The specialist acts as a product expert, problem-solver, and in-person point of connection, and may support local recruiting operations by acquiring, onboarding, or assessing workers for W2 jobs on the platform.

This role is anticipated to last three months initially, with the potential to extend. It requires availability Monday through Friday during business hours, with some early mornings, evenings, and weekends as demand requires. The role is based onsite at customer facilities in the Baltimore, Maryland area, with travel between facilities. The specialist works remotely from other Wonolo team members and collaborates with them virtually in a fast-paced, changing environment.

Requirements

• At least 2 years of experience in an applicable role, such as staffing, operations, customer service, or sales.
• Comfort working in an industrial environment and communicating with varied stakeholders and personalities, including warehouse managers, people unfamiliar with Wonolo, and experienced Wonoloers.
• Reliability, responsiveness, and ability to work under minimal supervision while collaborating virtually with other Wonolo team members.
• Experience identifying growth opportunities and a self-driven approach to completing tasks and proactively solving issues.
• A positive, eager-to-learn, self-starting approach, including willingness to own results, try new things, accept feedback, and ask questions.
• Comfort using technology platforms, including Google for Business tools such as Gmail, Calendar, Docs, and Sheets, and Slack.
• A reliable form of transportation for travel to and from customer facilities.

Nice To Haves

• Marketplace and/or startup experience.
• Experience in an industrial or warehousing environment.
• Proficiency with Google Suite, including Sheets, Slides, Docs, and Forms, and Looker.

Responsibilities

• Travel to Wonolo customer locations, commonly warehouses or production facilities, and coordinate with customers on check-in and check-out, time-theft prevention, and other issues related to workers completing jobs.
• Provide real-time feedback on day-to-day operations.
• Conduct basic orientation for workers on their first day.
• Monitor placed candidates' performance, address concerns, and provide support.
• Resolve issues and conflicts between candidates and supervisors.
• Build and maintain client relationships by understanding staffing needs and facilitating communication in person and by email.
• Oversee candidate attendance and send daily reports.
• Proactively communicate with no-shows and late arrivals, address concerns, and take necessary actions, including potentially removing workers from assignments.
• Record observations, coaching, and outcomes in Google Docs, keeping documentation accurate and up to date.
• Stay current with the point tracking system and work with team members and the client.
• Help clients avoid co-employment risks by managing workers in real time, including handling late arrivals and early departures, providing live coaching, terminating workers, collecting badges, de-escalating situations, and offering representation.

Benefits

• Opportunity for growth in a mission-driven and well-funded start-up.
• Meaningful equity; the role is currently eligible to participate in Wonolo’s equity plan.
• 100% of medical, dental, and vision insurance premiums paid for the employee.
• Cell phone reimbursement and company laptop.
• Retirement plans.
• Life and disability insurance.
• No-cost on-demand mental health support, including counselling, mindfulness and meditation, and wellbeing courses.
• Team outings, happy hours, and company off-sites.
• Eligible for overtime.

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed