2 months ago

Job Summary

At Omnipresent, you will shape positive customer outcomes through effective, proactive interactions. You will also be tasked to collect and analyze data and feedback in order to develop more expedient processes and improve our valued customers’ perceptions on the entire service experience. You’ll be involved in all aspects of customer interactions, end-to-end support, account management, guiding and educating customers and more. Additionally, all team members will look to you and the Customer Success team for input across key decisions.

  • Minimum Qualification:Degree
  • Experience Level:Mid level
  • Experience Length:2 years

Job Description/Requirements

Who we are

Remote work is one of the great equalizers of our time, allowing people to secure employment opportunities from companies around the world, no matter where they were born or where they live. Omnipresent does just that.

We are a customer-focused global employment services partner that can help companies grow their teams in 155 countries and territories around the world. How do we do that? Well, through our SaaS platform, OmniPlatform. We help companies (big or small) deal with the complexities involved with hiring global teams remotely, by managing employee onboarding through to offboarding, including legal and compliance, payroll, expenses, and health and benefits.

We also practice what we preach! We are a fully remote company which means we have no head office. Our team of more than 300 people is located in more than 45 countries and territories around the world. This means you can work from anywhere. We provide benefits and support in any global location just as we would for our clients and their remote teams. Our company has a flat structure which means accountability and taking initiative towards your everyday tasks that help further our ambitious company goals.

At a time when remote work is exploding, we’re growing our team to help make global remote work a reality for people everywhere.

Read More About Life At Omnipresent Here


Why?
With so many companies transitioning to remote work, what we offer is more relevant than ever, and we are growing fast! We need someone who can onboard our rapidly growing client base across US.


What?
You will take on the role of Customer Experience Coordinator and you’ll be the second Customer Success hire in the region so this is a great time to come and help shape our processes, deliver tangible results, and delight our customers.


Who?
You’re not only able to articulate complex ideas in a simple way for our customers, you are obsessed with simplifying (and building) internal processes too, always putting the voice of the customer first.



Your role

  • Take over new customers from sales and act as the single point of contact with the objective of providing our customers with a high-value, low effort, expedient service experience
  • Own and manage the customer relationship throughout the employee onboarding process.
  • Coordinate customer queries and loop in subject matter expert colleagues from legal, payroll, benefits or tech.
  • Ensure smooth, timely onboarding of new customers, as well as post go-live support.
  • Help simplify and automate complex operational processes together with the tech team. Be an active internal participant in improving steps, content, and structures related to our customer interactions
  • Communicating with customers, providing a sense of control and assurance, and gathering feedback
  • Represent the voice of the customer to provide input into every core product, marketing and sales process.
  • Collaborate with the engineering and development team and troubleshoot technical issues raised by customers.
  • Gauge customers’ levels of satisfaction with the company and provide feedback to the other teams regarding service improvements.
  • Being the main point of contact between the company and our customers during the critical employee onboarding stage.


You’ve done some of these things...

  • Ideally gained 2+ years customer success, customer experience, support, project management or account management experience in a scaling tech company.
  • Built a proven track record of working in a highly dynamic customer facing role.
  • Worked in a multi-stakeholder environment.
  • Has and maintains a very high level of accuracy and attention to detail even when juggling multiple priorities.


You are the sort of person that...

  • Can articulate complex ideas in a simplified way and provide clear and easy to understand guidance to our clients.
  • Has excellent communication/presentation skills and ability to build positive relationships
  • Loves to solve complex operational issues by building simple processes, identifying and using modern (online) solutions to ensure a maximum degree of automation, replacing manual human interaction wherever possible
  • Takes a flexible approach, able to operate effectively with uncertainty and change, and goes the extra mile in order to deliver on our customer commitments


What's in it for you?

  • Shared ownership: Being a part of our journey means you'll own a piece of Omnipresent.
  • Annual vacation entitlement: 33 days including local holidays.
  • Company retreats: We have an annual company-wide retreats, and well as socials and other team building activities.
  • Flexible working: Work from anywhere in the world! We don’t care where or when you work, as long as the job gets done. We are genuinely as flexible as the work allows.
  • Development: Training, coaching, and an environment that promotes career ambition and progression.
  • Work environment: Whilst we are fully remote, we offer all employees access to co-working spaces wherever they live in a flexible manner so that you use what you need.
  • Parental leave: For employees that have been with us for 12 months, we offer 13 weeks full pay and 13 weeks half pay for primary caregivers. We also offer enhanced leave for secondary caregivers, of 4 weeks at full pay and an additional 4 weeks of unpaid leave.
  • Wellbeing: Mental health and wellbeing support and services through Plumm
  • Home office setup: It should go without saying that we will provide you with the equipment you need to work from home in the same way you would if you were in an office. Prefer a PC to a Mac? No problem. You choose what you need. We'll give you a budget to get all the infrastructure that enables you to work effectively wherever you are, including broadband costs.
  • Education budget: Your development should be a continuous conversation with your manager and they will support you in choosing what you need whether that's accreditations, workshops, or formal degree programs or courses. Important is that you update your Individual Development Plan with any kind of education you take, so that you make sure that you apply the knowledge you have gained in theory, and the learned information will stay with you long term.


We believe remote working is a great equalizer and we practice what we preach. Inclusivity is fundamental to our mission and we are committed to conscious inclusion. We believe in the potential of everyone; regardless of race, religion or belief, ethnic origin, different physical ability, family structure, socio-economics, age, nationality or citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.

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