Customer Onboarding Specialist

Does your definition of success mean empowering others?

Then Jobber might be the place for you! We’re looking for a Customer Onboarding Specialist to join our Success team!

Jobber exists to help people in small businesses be successful. We work with small home service businesses, like your local plumbers, painters, and landscapers, to transform the way service is delivered through technology. With Jobber they can quote, schedule, invoice, and collect payments from their customers, while providing an easy and professional customer experience. Running a small business today isn’t like it used to be—the way we consume and deliver service is changing rapidly, technology is evolving, and customers expect more. That’s why we put the power and flexibility in their hands to run their businesses how, where, and when they want!

Our culture of transparency, inclusivity, collaboration, and innovation has been recognized by Great Place to Work, Canada’s Most Admired Corporate Cultures, and more. Jobber has also been named on the Globe and Mail’s Canada’s Top Growing Companies list, and Deloitte Canada’s Technology Fast 50™, Enterprise Fast 15, and Technology Fast 500™ lists. With an Executive team that has over thirty years of industry experience of leading the way, we’ve come a long way from our first customer in 2011—but we’ve just scratched the surface of what we want to accomplish for our customers.

The team:

Our Success team works together with other teams and stakeholders to bring our company values to life for our customers. By being humble, supportive, and truly giving a sh*t, the Success team ensures that our customers are successful in Jobber. This team thrives on meaningful and impactful communication with one another and with our customers, and plays a significant role in the lives of entrepreneurs and business owners that utilize Jobber.

Our Customer Onboarding team works with our customers within their first 90 days of using Jobber to train and get them onboarded. This team thrives on meaningful and impactful communication with one another and with our customers, and plays a significant role in the lives of entrepreneurs and business owners that utilize Jobber.

The role:

Reporting to a Manager, Customer Onboarding, the Customer Onboarding Specialist will work to ensure that our customers are supported when they first start their journey with Jobber. They will work directly with the Sales, Support team and other stakeholders to ensure our tens of thousands of users receive the best experience possible. You’ll help define their experience

with Jobber, and will work 1:1 with our clients and their businesses to ensure Jobber is working effectively for their business from the very beginning.

Our Onboarding team plays a pivotal role in seamlessly integrating the fastest-growing companies into Jobber. By removing technical barriers, streamlining digital payments and guiding Service Providers through onboarding processes we ensure a smooth transition while positioning them for future success. With expertise in stakeholder management and navigating intricate relationships, our team consults on Jobber features and integrations, helping these businesses grow and excel on Jobber.

Onboarding Specialists manage a portfolio of home service businesses, offering expert guidance and serving as trusted advisors throughout the onboarding process. They also foster close collaboration with cross-functional teams within Jobber, including R&D, Engineering, Sales, and Customer Success. This team’s contributions are instrumental to the success and growth of our SPs, ensuring they maximize the potential of the Jobber platform and ecosystem.

In this role, your primary focus will be on creating strategies that ensure our SPs feel fully supported and understand the range of features available to them. You’ll recommend and implement tailored solutions that drive their business forward while leveraging scalable tactics to fuel their growth within the first 90 days. Your guidance will be instrumental in shaping their success, making you a critical partner in their journey.

The Customer Onboarding Specialist will:

• Be a product expert to ensure that our customers are set up for success from day one.
• Have strong communication skills to actively listen to our users' needs and drive the value of features, workflows and how to use Jobber effectively for their business.
• Be patient and reliable for our customers when things might not be going how they expected.
• Be performance driven, have an achievement mindset, a bias for action, and an eagerness to take initiative.
• Be customer driven This role is highly impactful - We want to build strong customer relationships and deliver customer focused solutions. We’re looking for someone who gets excited to connect with our customers and teach them about using Jobber!
• Drive and encourage feedback loops to help amplify a customer-retention mindset to decision making that is rooted in empathy.
• To be agile and adaptable in a very fast-paced environment. We’re growing fast and things are changing every day - what worked yesterday might not anymore. You need to be invigorated by this type of environment, and be excited by a new challenge.
• Strive for execution excellence through the optimization of tooling, process and workflows
• Become an ambassador of our culture by being humble, supportive - and someone who truly gives a sh*t!

To be successful, you’ll need:

• Customer service experience, ideally working in a role that provides a high touch customer service experience to their customers. Bonus points for being in a high volume and SaaS company.
• A track record of exceptional customer support and onboarding of new customers to complex products.
• A strong understanding of our tech stack. Salesforce, Calendly, Slack
• Next level communication and relationship building abilities. We move fast, which means you’ll need to build a high degree of trust with peers and key stakeholders. As well, our customers are our life blood, we want someone who is excited to talk to them and provide them a best in class experience.
• Comfortable leading Zoom meetings with the camera on, creating a professional and personable client experience.
• An incredible passion for our customer and a connection to our purpose - to help small businesses be more successful.
• Spanish bilingual skills are an asset in this role, as it enables us to better serve a diverse customer base.

Please note: To better support our customer our Customer Onboarding team works a weekday shift and will require the ability to work one weekend day every four weeks to better serve our customers.

What you can expect from Jobber:

Having been named as a Top 10 Great Place to Work in Canada, we walk the talk. Here are just some of the great things you can expect from us:

• A total compensation package that includes an extended health benefits package with fully paid premiums for both body and mind, retirement savings plan matching, and stock options.
• A dedicated Talent Development function, including Development Coaches, to help build the career you want and hit the goals you set, while ensuring you’re reaching your fullest potential.
• Support for all your breaks: from vacation to rest and recharge, your birthday off to celebrate, health days to support your physical and mental health, and parental leave top-ups to support your growing family.
• A unique opportunity to build, grow, and leave your impact on a $400-billion industry that has no dominant player...yet.
• To work with a group of people who are humble, supportive, and give a sh*t about our customers.

We believe that diverse teams perform better and that fostering an inclusive work environment is a key part of growing a successful team. We welcome people of diverse backgrounds, experiences, and perspectives. We are an equal opportunity employer, and we are committed to working with applicants requesting accommodation at any stage of the hiring process.

A bit more about us:

Job by job, we’re transforming the way service is delivered. Your lawn care provider, home cleaning service, plumber or painter could use Jobber to better connect with their customers, save time in the office, invoice faster, and get paid! We’re bringing tens of thousands of people together with technology to deliver billions of dollars a year in services to happy customers. Jobber exists to help make these small businesses successful, and when they’re successful we all win!