Onboarding Specialist

Cents • New York, NY

1d • $70,000 - $75,000 • Hybrid

About The Position

Cents is hiring an Onboarding Specialist (described in the posting as an Onboarding Representative) to help new operators launch on Cents as quickly and confidently as possible. The role's primary focus is getting operators set up on Cents POS so they can place orders and accept payments, then helping them understand and adopt the value of Cents' other products. The Onboarding Specialist is the main customer contact during onboarding, training owners and their teams on product use, daily operations, website editing, and configuration. They will also learn and teach new products as they launch.

This is a customer-facing role that involves leading training sessions over Zoom, answering questions, troubleshooting issues, and helping operators feel confident using Cents to run their businesses. The specialist monitors onboarding progress, works with the Implementation team on account configuration, and hands customers off to their Customer Success Manager once they are live.

The position is open to remote candidates, with core hours overlapping 9 a.m.–5 p.m. ET, Monday through Friday. New York applicants work in a hybrid arrangement from the NYC office three days per week, with Monday, Wednesday, and Thursday as in-office anchor days and Tuesdays and Fridays remote.

Requirements

• B.A., B.S., or equivalent degree.
• At least 6 months to 1 year of customer service, customer success, or inside sales experience.
• Tech-savviness and the ability to conduct virtual presentations using Zoom and troubleshoot complications.
• Organizational skills, attention to detail, and a task-oriented approach.
• Excellent written and verbal communication skills.
• Self-starter and team-player mindset.
• Ability to work effectively in a fast-paced environment.

Nice To Haves

• Experience with SaaS and CRM platforms.
• Experience training or onboarding customers on software, virtually or in person.
• Comfort explaining technical products to customers with any level of technical experience.
• Familiarity with the laundry, dry cleaning, or small business services industry.

Responsibilities

• Get new operators live on Cents POS as quickly as possible so they can start placing orders and transacting.
• Train operators and their teams to use Cents products and explain the value of each product to encourage adoption.
• Teach operators to edit their websites and configure Cents products, including new products as they launch.
• Lead live training sessions over Zoom.
• Serve as the main point of contact for customers during onboarding and communicate status, timelines, and next steps.
• Monitor progress and address roadblocks for operators completing self-service onboarding.
• Work with the Implementation team to ensure each account is configured correctly before training begins.
• Manage the handoff to each customer's Customer Success Manager once the customer is live.
• Provide excellent customer service during every client interaction.
• Share customer feedback with the Product team and represent the voice of customers.
• Handle ad hoc responsibilities as needed.

Benefits

• Equity options.
• Unlimited PTO and 12 paid holidays.
• Gym, laundry, and work-from-home/commuter stipends.
• Up to 14 weeks of fully paid parental leave for new parents.
• Health benefits, including medical, dental, vision, mental health support, life and AD&D insurance, and disability coverage.
• 401(k).
• Learning opportunities from the team and network of advisors and investors.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level