Onboarding Specialist, MX

As an Onboarding Specialist, you’ll play a key role in guiding new contributors through the onboarding process on our platform. Through proactive outreach, you’ll engage with contributors who have signed up but have not yet completed their onboarding, assisting them with any technical or procedural issues they may face. The ideal candidate has experience in customer support or outreach focused roles (think Recruiting), with the skills to motivate, troubleshoot, and support contributors in completing their onboarding journey.Key Responsibilities

• Outreach & Engagement: Proactively contact contributors stalled in onboarding via phone, chat, email and other channels to offer guidance and support.
• Issue Resolution: Troubleshoot common onboarding issues and provide solutions within defined SLAs, ensuring contributors feel supported and prepared to complete onboarding.
• Documentation & Reporting: Record contributor interactions in Zendesk, tracking common issues and suggesting improvements to your Vertical Lead for a better onboarding experience.
• Escalation: Correctly identify complex or new onboarding issues and escalate to internal teams following SOPs, ensuring a smooth handoff with clear documentation.
• Continuous Learning: Participate in training programs to enhance your skills and knowledge, staying up-to-date with product and process changes. Requirements:
• Experience: Prior experience in customer support, recruiting, sales, or another outreach-based role, ideally in a fast-growing or tech-focused environment.
• Skills: Strong verbal and written English communication skills, problem-solving abilities, and attention to detail. Ability to manage high-volume outreach while maintaining a friendly, professional approach.
• Technical: Familiarity with: Zendesk or other support/CRM software, Slack, Google Suite (Google Docs, Gmail), Zoom, and similar.
• Attitude: People-first mindset, excitement and ability to work in a fast-paced environment, collaborative, desire and proactive willingness to learn Compensation:
• This is a full-time, contractor role
• Fixed rate of $4.25 USD per hour plus performance-based incentives