onboarding specialist ( Remote)Passion.io

PASSION.io helps people to make their dreams a reality by learning the skills from successful people. We call these successful people "experts" and by 2022, 30,000 experts will have helped 10,000,000 people. Our mission is to empower these experts to achieve that by providing the platform to turn skills into mobile apps and we give them everything they need to run a successful online business from concept to monthly payout cheque.
We are an international remote team with the majority of our business in the US.
Do you LOVE speaking to people, solving problems and setting people up for success?
We're looking for a sociable, kind and structured person to join our Customer Success team as an Onboarding Specialist.
You will be the first point of contact for customers who have just invested in our platform, and who will be excited to take action. Your role is to support them in launching the first version of their Passion App (the mobile app they're going to build on our platform, to help them share their skills with the world and live a freedom lifestyle).
If you want to have a huge, positive impact on people, at a critical and exciting time of their life, this is an awesome opportunity for you.
*What you'll be working on*
Provide technical and consultative support to our customers on a daily basis
Manage all aspects of the customers' onboarding process and track their progress
Provides platform and program good practices to add value to our product.
Acts responsively, accurately and with attention to detail to customer by identifying their requests and acting upon their concerns
Assist the Customer Success Manager with workflows and data for accurate tracking and reporting to different stakeholders.
Train customers in their use of the platform by leading coaching sessions, presentations, and answering questions via phone, email and live chat
Follow up with customers' who showed interest in our trial plan but have not yet upgraded yet
Help on the social media channels by answering their concerns and deriving to the correct channels.
Requirements
Customer obsession: Support customers on a daily basis using zendesk and social media, providing excellent customer service at all levels.
Detail oriented: Process following including bug reports, payments processing operations but also provide insight on how things could be done different/more efficient
Data oriented: provide specific information for escalation
KPI oriented: Hold accountable for 3 metrics: customer satisfaction, First reply time and closure time
You're the sort of person that crosses the street to help someone struggling with heavy bags, and then walks 3 blocks out their way to help them home.
You are an extremely structured thinker with a passion for taking action & getting measurable results
You are a passionate learner, motivating yourself and others to stimulate personal growth and development
You are fluent to a native level in English
Working hours: 10PM - 7AM CET
Benefits
Steep learning curve: Expect the steepest learning curve you have ever experienced - we are building a playground at passion.io to become the best version of ourselves. Meet and work with successful people worldwide to learn their success secrets.
Value-based company: Be part of an open, honest, creative, and results-driven environment where your opinion is highly valued. We want to change the globe for the better by providing value to others.
High-growth environment: You will be part of a strongly growing company with the opportunity to develop into a key contributor with incomparable responsibilities.
Personal and professional development: You will tackle projects across departments and thereby gain a top-notch tool box to succeed in tackling bigger and bigger challenges.
Autonomy / entrepreneurial work-style: You will only be measured by the results you produce and are in the driver's seat, with full flexibility.
Remoteness and flexibility: You will join our truly international remote team from over 10 nationalities and work from anywhere you wish
Passion.io

Valenzuela City, Metro Manila
Permanent
Full-time