Onboarding Success Manager I

• Own the onboarding journey for customers and their new team members, serving as a trusted point of contact from initial hire submission through engagement.


• Provide timely, accurate guidance through documentation, meetings, and direct customer interactions, responding effectively to onboarding questions and requests.


• Schedule and manage customer and team member meetings, ensuring concerns are addressed clearly and efficiently.


• Manage custom requests and escalations by coordinating with Sales, Product, Legal, Finance, and other internal teams.


• Support contract customization processes while following internal procedures and maintaining compliance.


• Ensure customer information and platform data are captured, processed, and maintained accurately to support a smooth employment experience.


• Create and continuously improve onboarding documentation, knowledge resources, playbooks, and customer self-service tools.


• Monitor customer satisfaction and contribute to improving relevant service metrics such as cSAT and NPS.


• Stay current on product releases, employment regulations, and changes that may affect the onboarding experience.


• Follow established processes while identifying opportunities to improve workflows, consistency, scalability, and the overall customer experience.


• Embrace AI and workflow automation tools to identify opportunities for greater productivity and operational efficiency.


• Complete ongoing training and upskilling while meeting agreed performance and quality objectives.

Requirements:

• 3+ years of experience in HR or in a customer-facing role within an HR SaaS environment.


• Proven customer-first mindset, with a strong ability to understand customer needs and deliver thoughtful, high-quality support.


• Experience scheduling and managing customer meetings and handling customer escalations.


• Demonstrated ability to meet and improve customer satisfaction metrics, such as cSAT or NPS.


• Experience following, maintaining, and improving operational processes while adding an appropriate human touch to customer interactions.


• Excellent organizational, analytical, and attention-to-detail skills, combined with a strong work ethic.


• Excellent written and verbal communication skills in fluent English.


• Strong interpersonal skills, determination, tenacity, and the ability to work effectively in a fast-paced environment.


• Ability to work independently and confidently in a fully remote, asynchronous environment.


• Reliable home internet connection suitable for remote work.


• Strong interest in remote-first work and the future of global employment.


• Willingness to adopt emerging AI technologies and continuously experiment with automation and workflow improvements.


• Nice to have: 3+ years of customer success experience, particularly onboarding customers onto HR SaaS platforms across SMB to enterprise segments.


• Nice to have: Knowledge of employment practices across multiple countries.


• Nice to have: Fluency in additional languages beyond English.

Benefits:

• Fully remote work environment with the flexibility to work from home.


• Fixed-term contract anticipated to run through May 2027.


• Brazil compensation: R$150,000–R$200,000.


• 40 days of paid time off per year, including holidays and vacation, or more where locally required.


• Mental health and wellbeing support.


• Monthly wellbeing allowance.


• At least three months of paid parental leave for new parents, with job protection according to applicable policies and local requirements.


• Work-from-home stipend for laptop and home-office equipment.


• Global, diverse, and inclusive working environment.


• Asynchronous and collaborative way of working with colleagues across multiple countries.


• Opportunity to contribute to a mission focused on creating more equitable global employment opportunities.