Onboarding Specialist

• Analyze our current onboarding processes to identify areas for automation and an improved customer experience
• Delight customers with expert guidance and support during our onboarding process
• Define, document, and debug how we interact with new financial institutions
• Define and evolve our onboarding processes as we take on customers with new needs in new verticals
• Partner with Customer Success, Sales, and Marketing to advocate for customer needs

• 2+ years of experience in an implementation, onboarding, or relevant role
• Excellent communication (verbal and written) and relationship-building skills
• Excellent attention to detail
• A passion for customer onboarding or customer success and enjoy working directly with customers and going the extra mile
• Systems thinker with the ability to independently carry out rigorous problem solving
• Ability to juggle multiple projects without losing focus on timelines, progress, communication
• Experience and comfort with issue management and driving resolutions

Pilot launched in 2017 to bring the back office into the modern era. Pilot provides small businesses with dedicated finance experts - which Pilot hires as full-time, U.S.-based employees - who learn the ins-and-outs of their business. Pilot integrates directly with the billing, banking, expense, and payroll systems customers already use. With a special blend of custom software and expert bookkeepers, Pilot delivers accurate, consistent bookkeeping and financial management and tax services that give entrepreneurs the freedom to focus on their business.
Pilot has over 1,000 customers and has raised over $170 million in financing from Sequoia, Index Ventures, Stripe, Bezos Expeditions, and Whale Rock.  Our investors also include a long list of world-class entrepreneurs, including Patrick and John Collison, Drew Houston, and Diane Greene.  Our most recent funding round doubled our valuation to $1.2 billion – Meet Fintech’s Newest Unicorn.

• We invest in our employees’ development and happiness because our employees are the keys to our success and ensuring happy customers
• The opportunity to join a seasoned founding team that has led companies through two prior successful startups and acquisitions (by Oracle and Dropbox).
• Flexible vacation/time-off policy
• All federal holidays are observed
• 100% coverage of employee only (individual) benefits
• Parental leave for birthing or non-birthing parents – 100% pay for 12 weeks
• 401(k) plan

Pilot commits to provide a work environment free of discrimination and harassment, as well as equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. You may view all of Pilot’s recruiting notices here, including our EEO policy, recruitment agency policy, recruitment scam notice, and important E-Verify information.