Classification and Onboarding Specialist

Upwork ($UPWK) is the world’s work marketplace. We serve everyone from one-person startups to large Fortune 100 enterprises with a powerful trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.

Last year more than $3.8 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers.

As a Classification & Onboarding Specialist you will be making classification decisions of significant impact on behalf of Upwork for our UTG Clients and support the end to end Upwork Payroll solution for the entire Upwork platform. You will represent yourself as the face of the Classification and Onboarding Solution to Clients Talent and Partners. Your independent judgment analysis and discretion are paramount. You are being entrusted to make decisions for and act on behalf of Upwork and ensure compliance with all applicable laws. You will work with Enterprise Program Teams as a trusted operational partner bringing together Upwork’s expertise and thought leadership to build these compliant solutions and to solve our clients' needs. Additionally you will be responsible for partnering with the sales team to present the Classification & Upwork Payroll Solution to prospective clients and assisting Solutions with the launch of new classification accounts. You will lead with independent judgment to maintain seamless service and accuracy for IC engagements. You need to excel at building internal and external relationships and bring expertise in building and scaling programs compliantly with partners that align with priorities and deliver results.

Your Responsibilities:

• Driving accountability for metrics and company OKR’s

• Proactively supporting Upwork Freelancers and clients throughout each engagement on and off the platform. Respond to customer inquiries via chat email and telephone in an efficient and effective manner

• Ensuring timely communication by meeting all established SLAs.

• Working with peers partner teams and vendors to develop solutions and deepen the value proposition of Upwork’s Classification & Onboarding Services

• Using independent discretion and judgment to make or recommend classification determinations compliant with applicable law and consistent with broader company classification guidelines

• Being Upwork’s Classification & Onboarding authority and utilize your history and experience to educate partners and clients about the impact and expectations of their account

What it takes to catch our eye:

• Solution driven mindset

• Ability to work both independently and in a team environment to build relationships and manage them remotely.

• Use judgment to make high-level decisions that impact business operations by mitigating risk and maximizing client opportunities.

• Ability to multitask and effectively prioritize responsibilities in a deadline-driven environment.

• The ability to follow established guidelines regarding knowledge of independent contractor & employment law and policy at a state federal and global level

Come change how the world works.

At Upwork you’ll shape talent solutions for how the world works today. We are a remote-first organization working together to create exciting remote work opportunities for a global community of professionals. While we have physical offices in San Francisco and Chicago currently we also hire full-time employees in 19 states in the United States.

At the core of our vibrant culture are shared values that form the foundation of our organization. These values revolve around trust risk-taking customer focus and excellence. Our overarching mission is to create economic opportunities so that people have better lives. We foster an environment where individuals are encouraged to bring their authentic selves to work nurturing personal and professional growth through development opportunities mentorship programs and participation in Upwork Belonging Communities.

We take pride in providing exceptional benefits to our employees. These include comprehensive medical insurance coverage for both you and your family unlimited paid time off a 401(k) plan with matching contributions 12 weeks of paid parental leave and an Employee Stock Purchase Plan. To explore these benefits in detail as well as gain insights into our company values working principles and the overall employee experience we invite you to visit our Life at Upwork page.

Check out our Careers page to learn more about the employee experience.

Upwork is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer we never discriminate based on race religion color national origin gender (including pregnancy childbirth or related medical condition) sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability or other applicable legally protected characteristics.