Onboarding & Activation Specialist

We are looking for a passionate and experienced Hybrid Customer Support & Vetting Specialist to join our team and provide world-class support to our B2B and B2C customers.

As a Hybrid Customer Support & Vetting Specialist, you will play a critical role in two areas of focus. Firstly, you will be responsible for creating exceptional experiences through customer support across our B2B and B2C business units. This includes promptly responding to customer inquiries, providing accurate information about our platform and products, and troubleshooting any issues that arise. You will have the opportunity to work with a diverse range of customers, through out our business units.

Secondly, you will be responsible for new member vetting on the B2B side. This includes managing new member applications, account setup, account upgrades, and waitlist management to ensure that we maintain a high-quality membership base within our vetting criteria.

To be successful in this role, you should have a passion for delivering exceptional customer experiences and a drive to improve processes across our business units. You should have excellent communication skills, be detail-oriented, and have the ability to work well in a fast-paced and dynamic environment.

What you’ll do:

Support:

• Go the extra mile to wow customers in each interaction by providing high level and prompt responses to customers through multiple channels (chat, email, text)
• Identify customer needs and help customers use specific features
• Research and problem-solve to determine appropriate solutions for customers, think proactively and set follow-ups as needed to ensure contact resolution Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Build sustainable relationships of trust through open and interactive communication
• Follow communication procedures, guidelines, and policies

Vetting:

• Qualify inbound membership applications
• Analyze and manipulate data to identify trends, patterns, and priorities
• Communicate with applicants in a professional, patient, and friendly manner
• Handle accounts for prospective and approved members with empathy
• Maintain documentation with meticulous attention to detail
• Assess risks and issues, alerting management when needed
• Determine and implement process improvement

What you'll bring:

• 5+ years of experience working in a technology-first environment
• Advanced Excel and/or Google Sheets skills
• Excellent written and verbal communication
• Propensity process improvement
• Ability to manage multiple projects concurrently
• Ability to pivot, perform and deliver around tight deadlines
• Ability to work effectively, both independently and as part of a team
• A&D industry experience a plus
• Membership qualification experience a plus
• Content management experience a plus
• Gated website experience a plus
• Bachelor’s Degree preferred

What you’ll get from us:

• Our people: If you thrive in an inclusive, innovative, and fast-paced organization, look no further! You will get to work alongside some of the brightest minds - Join a genuinely fun and supportive workplace where we keep our employees consistently engaged through internal communication and corporate events 
• Relaxation and Celebrations: Generous PTO, Sick Days, Paid National Holidays, and even more (ask us about this when we connect). 
• Health Benefits: We contribute to your medical, dental, vision and short-term/long-term disability plans and have a strong employee assistance program. 
• Plan for your Retirement: 401(k) eligible after your first 90 day's employed!
• Giving Back: We sponsor multiple events throughout the year to help out our communities. You will receive time off to give back as well. 
• Growth: We’ll help you take your career to the next level. We want you to be creative and take initiative which will allow you to grow and create within the company. Most importantly, be the best at what matters! 
• Flexible Work Schedules: With business units and employees across the globe, Material Technologies has embraced a hybrid working model allowing department leaders to decide on the best approach for their respective teams, whether that be remote, in person, or a little of both.