UK Onboarding Specialist

• Hybrid
• • Copenhagen, Hovedstaden, Denmark
  • •Leicester, England, United Kingdom

•+1 more

• Customer Operations

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Job description
We are looking for an Onboarding Specialist to join our UK team! As an Onboarding Specialist, you play a pivotal role in efficiently onboarding smaller customers to the Famly platform and ensuring a positive experience. You also collaborate with internal teams to automate and optimize the onboarding process.

The role entails delivering personalised training and resources to new customers during the onboarding process, whilst also addressing customer inquiries and concerns, providing timely solutions and support. Our Onboarding Specialists design and implement processes to streamline the onboarding, working with customer data to continuously enhance efficiency and the customer experience.

You’ll be working closely with 3 other teammates who support the UK market. Together, you’ll make sure that all customers have a first-class experience starting using Famly. You’ll collaborate with our Customer Advisors who provide exceptional support to all our customers, as well as our Key Account Managers, who handle the accounts of the larger organisations using Famly.

What you'll be doing:

• Conduct virtual onboarding sessions and customised training meetings for new customers
• Promote feature adoption to help customers maximize value from the Famly platform
• Identify opportunities for upselling and follow up to drive additional value
• Build customer loyalty and actively work to reduce churn rates
• Gather and relay customer feedback to the product and development teams
• Manage customer subscriptions

Job requirements
You’ll thrive in this role if you are/have:

• Strong verbal and written communication skills
• Able to explain complex topics simply
• Tech savvy and comfortable learning new systems and tools
• Innovative and quick at coming up with creative solutions and effective ways to guide customers
• Excellent interpersonal skills, both when engaging with customers and collaborating with colleagues
• Service-minded, patient and truly interested in providing a great customer experience
• Able to work with data analysis
• Have experience in or passion for the Early Years childcare industry

About you:

• Friendly, approachable and calm with a professional yet informal communication style
• Ambitious and committed to both personal development and the growth of Famly
• A strong team player, eager to help others succeed
• Detail-oriented, with a proactive and structured approach to your work

We appreciate that everyone brings something unique, so even if you don’t tick every box above, we’d still love to read your application.

And Famly are...? … you wonder
It all began when our co-founder Henrik’s daughter was ready to start at daycare. He couldn’t believe the amount of work being done on paper - and how distant he felt from his first child during the day. With his friend, our co-founder and CEO Anders, they set about solving that.

These days, the 150 of us building Famly are trying to do two things for our 3,200 customers:

• Giving children the best possible start to life.
• Championing the vital work that goes into making that happen.

We do that with software that brings hundreds of thousands of parents closer to their child’s day while they’re away from them. We also make financial, pedagogical, and planning tools for more than 34,000 childcare professionals, saving them hours and reducing their admin stress.

Ultimately, that gives them more time and headspace for the little ones that really matter. Come help us make that happen.

The interview process looks like:

• Interview with Neeta, the team's People Partner
• Rational thinking test
• Interview with Kevin, the Manager for the Onboarding Specialists
• Support case
• Final interview with members of the team

You’ll love working here because of:

• We’re all about hiring clever people who are good humans too. It means Famly is full of top thinkers and generous teammates waiting to help you shine.
• A clear career framework and coaching to make sure you’re growing, annual $1000 personal development budget and a ‘We’ll buy you any book you want’ policy.
• Our company value of ‘make your colleagues shine’ is all about breaking down silos, celebrating one another, and staying connected across departments, offices, and oceans.
• We like to give a lot of ownership both in terms of responsibility and freedom to try new, challenging tasks.
• Top-notch work equipment (including noise cancelling headphones for those focus periods!).
• Social activities and team fun!

We're excited to meet our new colleague, so get your application in today by sending us:

• Your CV
• And a brief message about why you are the newest member of our team!

We invite for interviews on an ongoing basis, so please don’t hesitate with sending your application.

We look forward to hearing from you!

Famly is committed to creating a more diverse, equal, and inclusive workforce, building teams that represent a variety of backgrounds, perspectives and experiences. It is a fundamental policy at Famly to not discriminate on any basis or characteristics and celebrate diversity. Everyone is welcome and encouraged to apply.