Onboarding Specialist

Cents is a New York-based technology company passionate about transforming the laundry industry and dedicated to enabling new ways of working, earning, and living. Cents is modernizing garment care businesses by providing an all-in-one, business in a box platform to help operators start, manage, and grow their business. By building a market-leading SaaS (software as a service) product for this industry, our goal is to outsource America's laundry day to the local laundromats.

Our team is full of passionate technology experts, obsessed with modernizing the large and resilient laundry industry through our suite of of software and hardware products. We are obsessed with supporting and empowering SMB's, and feel the unique responsibility and opportunity we have to elevate an industry that is prime for innovation. We're adding great talent to help achieve this mission, and that's where you come in!

As an Onboarding Specialist, you'll play a key role in leading our customer onboarding initiatives, testing out different approaches such as white glove vs. self-serve models, and implementing software-only as well as machine hardware solutions. Our company is revolutionizing how laundromat owners use software, and your goal should be to guide them through their journey to start using Cents.

As we rapidly expand across the U.S., we need your help to onboard new operators to our platform by setting up and customizing their Cents program, and facilitating training to all team members who use the system - within 30 days of signing on to Cents. You will have all the tools, support, and resources to do whatever is needed to onboard accounts, including traveling to visit clients and operators on-site to expedite the onboarding and training process. Following their successful onboarding and program launch, you will manage the hand-off to their Customer Success Specialist. 

The ideal candidate is a tech-savvy self-starter with a positive attitude, a passion for helping people, and a team player. You must be relationship oriented and put a high value on customer service. You need to be comfortable promoting and educating clients on the value and benefits of our software and hardware tools. As a startup, you will thrive if you have a true entrepreneurial spirit, are open to frequent change, and have a passion for building processes from the ground up.

What You'll Do

• Onboard Cents customers and ensure they are live with our software, POS, and hardware as quickly as possible
• Monitor progress and address roadblocks for operators who are completing Self-Service onboarding
• Travel to visit operators in-person to facilitate onboarding & training as needed
• Ensure the operator is set up with any relevant hardware to maximize program usage
• Manage handoff to Customer Success Specialist
• Provide incredible customer service during every interaction with clients
• Funnel feedback from clients to the product team, and represent the voice of our clients during any internal product scope sessions
• Ad hoc responsibilities as required

Qualifications

• B.A, B.S. or equivalent degree
• At least 6 months to 1 year of inside sales, onboarding or customer service experience
• Experience in SaaS is preferred, but not required
• Tech-savviness with an ability to conduct presentations virtually using Zoom and troubleshoot any complications that arise as a result
• Organizational skills, detail, and task-oriented
• Excellent written and verbal communication skills
• Self starter & team player mindset
• Ability to work effectively in a fast paced environment

$60,000 - $65,000 a year

We are leaders - Leadership is not exclusive to the management team, but something everyone at Cents embraces and wants to get better at.

We are overachievers - The only true way to predict the future is to build it yourself. No excuses. Give 100% at all times.

We are students - We're not afraid to dig in and uncover the truth, even if it's scary or inconvenient. Everyone here is continually learning on the job, no matter if we've been in a role for one year or one minute.

We are committed to diversity and a tight knit community - We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

We offer great compensation packages, comprehensive health benefits, & believe in a strong cohesive team atmosphere. Work from home office stipend, virtual team events, and access to learning opportunities from our team and network of advisors, and investors are just the starting point.

- Competitive salary

- Equity

- Unlimited PTO and paid holidays

- Remote-first with offices in New York City and San Francisco

- Health benefits, including medical, dental, vision, mental health support, parental leave, life and AD&D insurance, and disability

- 401(k)

- Work-from-home and commuter benefits

- Laundry allowance to give you time back, and to support our customers' businesses

- Comprehensive training, learning, and development programming

- Access to hundreds of discounts and rewards from renowned vendors including deals on health & wellness, travel, dining, auto insurance, and so much more!