Customer Onsite Specialist

Wonolo • Baltimore, MD

5d • $22 - $25 • Onsite

About The Position

As a Customer Onsite Specialist, you will visit different job sites maintained by Wonolo’s customers (commonly a warehouse or production facility) to ensure customers and local workers (Wonoloers) have easy access to our support channels. You’ll be working with both Wonoloers and customers, serving as a product expert of the Wonolo app, a problem-solver, and a human connection. As needed, you will serve as a local recruiting operations agent, helping to acquire, onboard, or assess workers for W2 jobs on the platform. You’ll help Wonoloers and customers navigate routine tasks as well as new challenges. You will be immersed in a fast-paced environment that is constantly in flux. Most importantly, you will have a direct impact on supporting local workers by helping to shape the future of work.

We're looking for someone who is organized, can take initiative, can speak to different stakeholders including job site supervisor and gig economy workers, and has problem-solving skills who can operate in an ambiguous environment. You will serve as the face of Wonolo to various Customers and Wonoloers and will ensure both are having a seamless Wonolo experience.

This role has an anticipated duration of 3 months to start with the potential to extend. This role requires weekend availability with following shift: Friday to Sunday, 6AM - 5:30PM.

We welcome qualified candidates located in the Baltimore, MD area who are willing to be onsite in Aberdeen.

Requirements

• 2+ years of experience in an applicable role such as staffing, operations, customer service, or sales.
• Comfortable working in an industrial environment with communication skills to engage various stakeholders with many types of personalities and backgrounds, including warehouse managers, individuals not familiar with Wonolo, and the experienced Wonoloer community.
• Reliable, responsive and able to work under minimal supervision - you’ll be remote & collaborating with other Wonolo team members virtually.
• Experience identifying growth opportunities and self-driven to complete tasks and to proactively solve issues.
• A positive self-starter and eager to learn - you’re willing to own results, try new things, are open to feedback and not afraid to ask questions.
• Comfortable with tech platforms - e.g. Google for Business tools (Gmail, Calendar, Docs, and Sheets) and Slack.
• This role will require travel to and from customer facilities, and will therefore require a reliable form of transportation.

Nice To Haves

• Marketplace and/or startup experience
• Experience in the industrial/warehousing environment is a plus
• Proficiency with Google Suite (Sheets, Slides, Docs, Forms) and Looker

Responsibilities

• Travel to Wonolo customer locations (commonly a warehouse or production facility) and coordinate with customers on issues relating to the check-in / check-out process, time-theft prevention procedures, and other issues relating to Wonoloers' completion of jobs
• Provide real-time feedback on day-to-day operations.
• Conduct basic orientation for first day workers.
• Monitor performance of placed candidates, addressing concerns and offering support.
• Resolve issues and conflicts that may arise between candidates and supervisors.
• Build and maintain strong client relationships by understanding staffing needs and facilitating effective communication (in person and email).
• Oversee candidates' attendance and send out daily reports.
• Proactively communicate with no-shows and late arrivals, addressing concerns and taking necessary actions, including potential removal from assignments.
• Record observations, coaching, and outcomes in Google Docs, ensuring accurate and up-to-date documentation.
• Keep up to date with point tacking system and work with team members and client.
• Help the client avoid co-employment risks by handling difficult situations, including managing workers in real time (late arrivals, early departures, providing live coaching, terminating workers, collecting badges, and de-escalating potential situations that may arise) and offering representation.

Benefits

• The opportunity for growth in a mission-driven and well-funded start-up
• Meaningful equity and company bonus
• We pay 100% of the medical/dental/vision insurance premiums for you
• Cell phone reimbursement and company laptop
• Retirement plans as well as life and disability insurance
• Access to no-cost on-demand mental health support, including counseling, mindfulness and meditation, and well-being courses
• We encourage a healthy work-life balance and offer flexible schedules
• Team outings, happy hours, company off-sites, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed