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Launch Manager

Chatdesk

Chatdesk

New York, NY, USA
Posted on Thursday, January 4, 2024

Summary

As the Onboarding Lead, you'll be at the forefront of our onboarding experience for new customers, ensuring a seamless transition into our world-class services.

Your impact

  • Review and manage customer guide throughout the pilot onboarding period
  • Work closely with Pilot Launch Manager and Training Coordinator
  • Identify new workflows to Pilot Launch Manager to share with customer that are within our scope services
  • Assist in the smooth hand-off process to Team Leads when a customer converts
  • Support Team Leads during 30-day post pilot conversion
  • Set volume and quality expectations throughout the 2-week pilot period with Team Leads
  • Serve as the subject matter expert (SME) on all workflows during the onboarding phase, guiding the team with your expertise.
  • Develop a deep understanding of brand styles and tones
  • Analyze and interpret metrics and data to derive valuable insights, supporting data-driven decision-making
  • Proactively identify missing workflows and implement measures to address any gaps in our processes.
  • Quality review responses during the pilot period
  • Manage and utilize Chatdesk's organizational tool effectively to streamline collaboration and knowledge sharing within the team
  • Monitor and track tech issues
  • Verify we’re using the Chatdesk platform functionality to its full potential (eg macros integration, escalation workflows, etc.)
  • Skillfully action on various tasks, exhibiting a proactive and solution-oriented approach
  • Maintain a blacklist of words to uphold the highest standards of communication and professionalism

Our values

  1. Honesty and transparency
  2. Do your best work
  3. Always learning and improving
  4. Empathy

Requirements

  • Cultural fit with our values
  • Manage quality operations with efficiency
  • Enjoy learning about different companies and understanding their business
  • Detail-oriented and motivated to help our clients and their companies be even more successful
  • Excellent written and verbal communication skills, including content creation, public speaking and presentation skills
  • Thrives on working in a fast-paced, frequently changing and evolving environment
  • Energetic and positive team player
  • Last and certainly not least, lover of customer experience!

About you

We seek individuals who are not just pilots but true navigators, with a passion for excellence and a keen eye for detail. To excel in this role, you should possess the following qualities:

  • Innate curiosity and enthusiasm for various brands, allowing you to understand and adapt to different brand styles seamlessly.
  • An analytical mindset that enables you to identify opportunities for workflow improvements, enhancing overall efficiency and performance.
  • Exceptional communication skills, both written and verbal, empowering you to build rapport with customers and internal teams effectively.
  • A natural sense of organization and time management, allowing you to juggle multiple tasks with ease.

Preferred but not required

  • 2-3 years in customer onboarding with demonstrated analytical and problem solving skills
  • Previous experience in customer support
  • Experience with software tools like Shopify, Zendesk, Gorgias, etc

Perks

  • Competitive salary
  • Stock options
  • Healthcare benefits
  • 401(k)

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