Customer Onboarding Expert

About Time To Pet

Time To Pet is an Austin, TX based company focused on building business management software for pet care businesses. Our SaaS product is designed to help pet care professionals start, grow, and better manage their companies.

We pride ourselves on our ability to rapidly deliver exciting new features to our clients, to provide unmatched support, and to help them build the best business possible. We do this by finding great people, using systems to manage and improve our processes, staying lean and nimble, listening to the needs of our clients, fully committing to customer success, and providing useful and relevant content.

Your Impact

At Time To Pet, Customer Onboarding is essential to our mission. The top priority for our Customer Onboarding team is to help our new clients fully understand our product and how it can help them achieve their goals.

As a part of the Customer Onboarding team, you’ll be directly responsible for assisting new clients during the onboarding process. This includes answering questions via email as well as conducting in-depth onboarding calls with new customers. In addition to these responsibilities, you will also be responsible for providing some support to existing clients and working on various other special projects.

The Ideal Candidate

You’re empathetic to clients and understand that not everyone shares the same level of technical skill. You have the unique ability to make people feel empowered and successful; not silly or stupid. You are a problem solver willing to go the extra mile to ensure that a question is answered or a problem solved. You have the ability to listen and connect real world questions with solutions through software. You are detail oriented, professional and understand that onboarding and support is the first line of communication with our customers. You enjoy communicating with people and can balance being friendly with getting a job done. You have a skill for writing and enjoy creating new content. You enjoy being efficient and looking for new ways to increase efficiency and improve your job and your skillset. Most importantly – you are a self-starter. While our ideal candidate would be based in Austin, TX - we are open to remote employees and all employees have the opportunity to work from home.

Things You May Do

Time To Pet is a small software company so you will likely get to work on many projects. We expect that the majority of your time (75% or so) will be spent doing the following:

• Schedule and conduct in-depth onboarding calls (including screen share) with new clients. These typically last one hour and are a deep dive into how our customers manage their businesses, how Time To Pet can assist them and a keen understanding of the most important features in our system.
• Help our clients via phone, email and/or chat to answer their questions, troubleshoot their issues and ensure they have the best experience possible.
• Assist the Customer Support team with updating our Knowledge base help articles and videos.
• Enhance our support and onboarding processes through research in collaboration with other teams at Time To Pet.

Your remaining time will be spent working on special projects to help enhance the overall business of Time To Pet. This can include:

• Identifying business/process improvements outside of general support and onboarding.
• Working on special projects to help make these improvements.
• Writing special content that is relevant and helpful to our clients.
• Supporting other team members with their projects.

How You Will Work

Time To Pet is a semi-remote team meaning that your primary work space can be at our office in Austin, TX but you do have the opportunity to work remotely. We use tools like Slack to keep in touch with team members, Help Scout to manage our customer support channels, Dialpad Meetings to conduct software demonstrations/onboarding calls, HubSpot to manage client details, and proprietary systems to manage our client accounts.

Requirements

• You love communicating with people and helping to solve their problems.
• You are a problem solver who can make connections between business problems and software solutions.
• You can empathize with all types of people with all types of backgrounds.
• You are a self-starter that can stay on task in a remote environment.
• You are committed to delivering unmatched customer support.
• You have reliable access to the internet.

Technical Skills

• Experience providing customer support and/or onboarding new customers.
• Experience using social media and/or web based software such as Slack or Help Scout.
• Consider yourself “tech-savvy”.
• Strong, concise and articulate writing skills.
• Experience with providing support over the phone.

Compensation

• Competitive salary based on experience. Salary range for this position is between 50k and 55k per year.

Benefits

• 99% Healthcare coverage for you and your dependents
• 99% Vision and Dental coverage for you; 50% coverage for your dependents
• 401k with 5% company match
• Quarterly bonus plan
• Semi-annual performance reviews
• Flexible work hours
• Ability to work remotely
• Vacation time - 15 days PTO
• Sick Time - 5 days

How To Apply

Please submit the form by clicking the "Apply Now" button. Be sure to include your name, phone number, email, a resume, and a cover letter. Please note that you may need to verify your email address after submitting your application.