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Customer Onboarding Specialist



Customer Service, Sales & Business Development
India · Remote
Posted on Friday, June 30, 2023

A little bit about us 🙂

At Swym, we help e-commerce brands craft a more seamless omnichannel experience for their shoppers. We are a passionate team of 90+ folks that enjoy creating innovative software and care deeply about making our customers successful.

With over 30,000 customers using our platform on a daily basis, we are on an incredibly exciting growth path, and with a real opportunity to build something impactful. We are growing our customer experience team to keep up with our rapid growth, working on some very fun and challenging problems.

Who are we looking for? 🧐

We are looking for Customer Onboarding Managers/Specialists who are passionate about launching Enterprise customers quickly and efficiently and ensuring they get the most value from the products we build for them. If the opportunity to work directly with thousands of merchants around the globe and help them craft a better shopping experience for their customers gets you excited, this might be just the role for you.

*What you will be doing: *🧑‍💻

  • Help the customer define their needs and manage their timelines towards seeing value.
  • Work with sales, product, and support teams to ensure that each piece of the onboarding journey meets customer expectations.
  • Be a product expert for the customer: discuss or educate on any nuance of the product internally and externally.
  • Participate in creating repeatable processes, resources, and frameworks to use when onboarding customers.
  • Quickly identify and publish any updates to the product - both to your customers and to your internal teams, as needed.

We think you’d make an ideal fit if you are: 😀

  • Genuinely happy about helping people - Seriously, if we could only name one trait that defined success in this role, this would be it.
  • An excellent communicator - This role requires you to talk to customers regularly, and most of our customers are not India-based. Excellent command of the English language (both spoken and written) and the skill to tactfully handle difficult conversations is a must.
  • Organized - You will work with many customers and on many exciting projects, and you should be able to prioritize and manage time and resources for huge projects
  • Strategically minded - You are excited about building a better customer experience from the start by giving feedback on both process and product
  • Proficient with web technologies such as Basic HTML, CSS and JS and consider yourself technically savvy - An understanding of market needs and current use cases of businesses will be a great asset.
  • Someone who brings a lot of passion to what you do and takes pride in your work
  • Curious by nature and excited to learn new things.
  • Willing to get out in front of the problem and create solutions before they’re needed.

What we offer: 🎉

  • Fully Remote: We’re a remote first company with team members all over the world and trust you to set your own schedule. We’ll help you get set up to work from home and/or we’ll reimburse the cost of a co-working space!
  • Health Insurance: Your health and well-being is important to us. We provide health insurance coverage for you and your immediate family.
  • Competitive Compensation: We offer competitive salaries for all positions and everyone in the company receives stock options.
  • Flexible Time Off: We know you need time to recharge your batteries and attend to the other facets of your life. We offer 20 days of PTO; 10 sick leaves; 12 wellness days per year and strongly encourage you to use it.
  • Fitness Allowance: We will also pay for your Yoga, Zumba or other fitness class. Try something new, on us!

Deal Breakers: 🤠

  • We don't want to waste your time, so we thought it'd be helpful to list some criteria that'll help you evaluate whether we are a good fit for you.
  • We are looking for folks that are keen on building what might be the biggest accomplishment of their career. If you are looking for a job as opposed to such an opportunity, we are probably not the right fit.
  • Sort of related to #1, but if you are not hungry to learn (and we mean really hungry), you are better off looking elsewhere. And we want to be able to learn from you as well.
  • If you are looking for a well-defined, structured role that is prescriptive in terms of your role/responsibilities, we are probably not the right fit. We will expect you to come figure stuff out and help define that structure.
  • If you are looking for a relatively easy-going job, this is unlikely to be that. In fact, if this is not one of the most challenging jobs you've had in your career, we are probably not doing something right.

As a valued team member in a very exciting and fun early-stage company, this is a great opportunity to get in early and make a big impact. We are committed to building a diverse, entrepreneurial organization from the get-go – prior startup experience would be a big plus.