Customer Success Onboarding Coordinator - (French or Spanish HR experience needed) - Fully Remote

The Customer Experience Coordinator is responsible for delivering exceptional onboarding and offboarding experiences to client employees. They will collect and analyze data and feedback to improve processes and enhance customer perceptions. This role involves end-to-end support, account management, and guiding and educating customers. The Coordinator will also serve as the main point of contact between the company and customers during the employee onboarding stage.

Delivering exceptional onboarding and offboarding experiences to client employees

Collecting and analyzing data and feedback to improve customer perceptions and develop more expedient processes

Being involved in all aspects of customer interactions, including end-to-end support, account management, guiding and educating customers

Acting as the single point of contact for new customers and providing high-value, low effort, expedient service experience

Owning and managing the customer relationship throughout the employee onboarding and offboarding processes

Coordinating customer queries and involving subject matter expert colleagues from legal, payroll, benefits, and other cross-functional teams

Ensuring smooth and timely onboarding of new customers and providing post go-live support

Helping simplify and automate complex operational processes with the product team

Communicating with customers, providing a sense of control and assurance, and gathering feedback

Representing the voice of the customer to provide input into core product, marketing, and sales processes

Collaborating with the engineering and development team to troubleshoot technical issues raised by customers

Gauging customers' levels of satisfaction and providing feedback to other teams for service improvements

Being the main point of contact between the company and customers during the critical employee onboarding stage

• People operations experience in French HR, specifically in employee onboarding and offboarding
• Ability to speak French (bonus)
• Proven track record of working in a highly dynamic customer facing role
• Experience in a multi-stakeholder environment
• High level of accuracy and attention to detail
• Ability to articulate complex ideas in a simplified way and provide clear guidance
• Excellent communication and presentation skills
• Ability to build positive relationships
• Problem-solving skills for complex operational issues
• Familiarity with modern (online) solutions for automation
• Flexibility and adaptability in uncertain and changing environments
• Willingness to go the extra mile for customer commitments

Shared ownership: Being a part of our journey means you'll own a piece of Omnipresent.

Annual vacation entitlement: We have a flexible leave policy - you may take as much holiday as you like, so long as it is agreed with your manager. As a guidance, we expect people to take at least 33 days per year, including public holidays (or your region's minimum, if greater).

Flexible working: Work from anywhere in the world! We don’t care where or when you work, as long as the job gets done. We are genuinely as flexible as the work allows.

Development: Training, coaching, and an environment that promotes career ambition and progression.

Work environment: We are fully remote, allowing you to work from wherever you live in a flexible manner.

Parental leave: For employees that have been with us for 12 months by their due date, we offer 6 months of fully paid parental leave for the primary caregiver, followed by statutory for your region. Secondary caregivers that have been with us for 12 months are entitled to 8 weeks fully paid parental leave.

Wellbeing: Mental health and wellbeing support and services through Plumm.

Home office setup: It should go without saying that we will provide you with the equipment you need to work from home in the same way you would if you were in an office. We will provide you with the home office equipment you need to enable you to work effectively wherever you are, including covering internet costs.

Education: We believe in helping you maximise your potential to deliver maximum impact. Get access to books, courses, mentors and learning plans to help you be your best and do your best!

Additional benefits: we offer additional benefits that vary from region to region, such as medical, life insurance, pension/retirement funds and more - please ask your Talent Partner when you speak with us!