Customer Success Onboarding Specialist - remote

Float is the world’s leading software for teams to plan their time and, behind it, is a world-class team looking for an Onboarding Specialist to join us. From the USA to the UK, Canada to South Africa—our Engineering, Product, Marketing, Insights, and Customer Success teams work asynchronously, helping brands such as Airbnb, Buzzfeed, and Ogilvy plan and manage their time better. Float is self-funded, profitable, and growing. If you’re aligned with our values, and are looking to join a team that’s passionate about helping others work and live more productively, we want to hear from you. Here are a few tips from our CEO to make sure your resume stands out from the crowd.

We’re building up Customer Success at Float with a new team focused on onboarding and training and we’re looking to increase support for the EMEA region. This team will help our newly activated customers get the most value out of Float and resource management. You’ll be joining a small team to help build our team processes and culture and have a direct impact on the company’s maturity and success.

So far, we’ve succeeded by putting our customers first. Our onboarding and training focus helps customers not only realize the value of Float but also creates processes for organizations to plan and track time. We’re looking for someone that is excited to be part of this foundational team within a growing and scaling company.

Alison, Director of Customer Service, explains the important role you will play within our Customer Service team. Watch this Loom.

You’ll be working asynchronously with a bright, dedicated team from across the globe, with a strong focus on taking complex problems and creating solutions that feel simple and intuitive for our customers.

You’ll work within our team of Onboarding Specialists to train and onboard new customers at scale and help them reach their goals by getting the most value out of Float. Our customers are typically teams within larger organizations such as a creative department within a tech company or the Sydney office of a large advertising agency. These teams love Float but a big challenge is introducing a new tool for Resource Management and managing that rollout internally, especially as they build out complete processes, responsibilities, and structures from scratch.

You’ll work with the team to create a one-to-many approach for training through avenues like webinars, video libraries, customer academies, and onboarding guides. There will also be a segment of customers that receive a more hands-on, one-on-one experience. A typical day would include running a webinar targeted to a group of new customers to lead them through early activation and onboarding. You’ll also create new content to help customers learn new features, create their own resource management policies, or set a timeline for a rollout to a new team.

Early on you’ll focus on:

And once you’re settled in the role, we’d love to see your impact with these projects:

We’re looking for someone with proven experience in an Onboarding or Customer Success role working with mid-market customers for a SaaS product. You should be comfortable training and onboarding new customers in both a high-touch experience with individual customers as well as be able to scale this to support 100+ accounts. You’ll also help create processes and workflows that help us improve our customer experience such as creating seamless handoffs to other Customer Success teams, identifying opportunities for product education, and implementing touchpoints that impact retention.

Skills and requirements for the role:

As a fully remote team, we’re looking for someone comfortable with asynchronous communication as the default, which means you have previous remote experience and are comfortable using tools like Slack, Loom, and Linear to communicate as needed. Don’t worry—you will have significant deep work time since we have very few meetings.

We’re a global company with a diverse team of folks from all over the world who share a common belief in living our best work life. That includes a flexible asynchronous policy that allows you to work whenever you work best, minimal meetings, annual team meetups, and perks and benefits that support your personal health and well-being. You can learn more about our full perks &benefits in our Float Handbook.

We understand that you probably want to learn a bit more about us as well, so here are some resources to get a sense of who we are and how we work:

Pay for this role is US $105,830 (Level 3). Here’s a blog post with more information on how we determine our salaries.

Note: Industry research shows that women and those in traditionally underrepresented groups generally don’t apply to jobs unless they check all the boxes for the role. If you feel strongly that you have what it takes for this role but don’t check 100% of the boxes—that’s okay—we encourage you to apply anyway and highlight what you can bring to the table.

You’ll find a lot of useful information about our interview process and what it’s like to join our global team on the Float careers page. The hiring process for this role looks like this:

Our hiring process takes an average of 29 days from the first interview to a job offer (based on YTD 2022 data). Romina or Linda from our Talent team will be in touch each step of the way to ensure that you are well-informed and aware of the next step in the process.

Unfortunately, due to the high volume of applications, we can only contact candidates who have been shortlisted for the role. If you do not hear from us within 14 days of submitting your application, we encourage you to apply for another role in the future.