Manager, Onboarding

Housecall Pro•San Diego, CA

2d•$70,000 - $82,500•Remote

About The Position

As a Manager, Onboarding, you are responsible for leading a team of Onboarding Specialists, ensuring they deliver an exceptional onboarding experience to our service professionals (Pros). You work closely with the Senior Manager and Director to ensure that your team is equipped to help new customers successfully integrate into our platform and get the most value from our services from day one. You are passionate about our mission to serve our Pros and are dedicated to ensuring they have a seamless onboarding experience. Your role involves coaching your team to success, providing support on escalations, and acting as their primary resource. Success in this role requires developing a high-performing team and ensuring your team delivers a best-in-class onboarding experience. Our team is passionate, empathetic, hard-working, and above all else focused on improving the lives of our Pros. Our success is their success.

Requirements

Bachelor's degree or equivalent experience required
1+ years of experience in Customer support or related field
Proven track record of meeting and exceeding performance metrics consistently

Nice To Haves

Management experience is a plus
Experience using AI tools to increase quality and efficiency of work
Strong organizational and leadership skills, with the ability to manage multiple priorities in a fast-paced environment
Excellent communication and interpersonal skills, with a focus on team development and customer satisfaction
Ability to motivate and inspire your team to deliver exceptional service
Proactive problem-solving skills with a focus on improving processes and outcomes

Responsibilities

Drive key metrics for the Onboarding team, including but not limited to: Onboarding Completion Rate, Time to Value, Customer Satisfaction Score, and Retention Rate
Manage team schedules and daily attendance to ensure adequate staffing to meet the needs of our Pros during the critical onboarding phase
Conduct weekly performance reviews to identify areas of opportunity and support the growth of your team
Ensure proper escalation processes are followed and take action when necessary to resolve issues promptly
Oversee timecards, ensuring timely submission and accurate data management
Manage monthly performance metrics and bonuses for the Onboarding team
Track all key metrics with accuracy, regularly reporting to management and providing feedback to your team
Document all one-on-one meetings, performance discussions, and coaching sessions to ensure continuous development

Benefits

A generous benefits program that supports the whole you with medical, dental, vision, life, disability, and 401(k)
Paid holidays and flexible, take-it-as-you-need-it paid time off
Equity in a rapidly growing startup backed by top-tier VCs
Monthly tech reimbursements
A culture built on innovation that values big ideas, no matter where they come from
Equity in a rapidly growing startup backed by top-tier VCs
health care insurance (medical, dental, vision, disability)
employee assistance program
401(K)
flexible time off
paid parental leave
tech reimbursement
other company benefits