Onboarding Specialist, Special Operations - Latin America

💻 The impact you will have

• Expert Specialization: Specialize in the identified bottleneck areas (GBP, Yelp, Cloudflare, Mobile Apps, Otter, etc.) to become a subject matter expert, provide guidance to the team in overcoming challenges in their cases, and generate documentation to empower Onboarding to become more adept at these identified bottlenecks.
• Churn risk & Last-Mile Launch Support: Collaborate with the onboarding team to help get cases over the line, providing expert support to ensure successful and timely onboarding of clients. Offer responsive and hands-on last-mile launch support to maximize the number of cases successfully launched each month.
• Core Onboarding: Participate in core onboarding duties, including (but not limited to) RPs that primarily speak Spanish, to push the needle forward MoM for the overall Onboarding team.
• Bottleneck Diagnosis: Identify and analyze bottlenecks or inefficiencies in the onboarding process, such as GBP, Yelp, Cloudflare, Mobile Apps, Launch RP engagement, and Otter, to streamline operations and enhance efficiency.
• Quarterly Projects: Take part in quarterly projects that aim to identify and address gaps in efficiency within the Onboarding process. Develop and implement innovative solutions to enhance the effectiveness of the entire Onboarding team, dislodge roadblocks, and maintain gained efficiency within the team.
• Continuous Process Improvement: Continuously assess and enhance processes, tools, and techniques used by the Onboarding team to ensure optimal performance and RP satisfaction.
• Data Analysis: Utilize data-driven insights to identify patterns and trends, proactively suggesting improvements and efficiencies in the Onboarding process.
• Collaboration: Collaborate with cross-functional teams, including Restaurant Success, Product Development, and Sales, to foster a culture of knowledge sharing and collaboration.

👥 Who you’ll work with

• This role reports to Andres Bonilla, Lead of the Onboarding Special Operations Team
• This role will collaborate with and partner cross-functionally with members of our Customer Success, Sales, Operations and Product teams.

� Minimum requirements

• Excellent English speaking and writing skills (native or fully bilingual)
• SaaS client onboarding or software implementation experience
• You thrive in fast-paced environments where changes and pivots won’t impact your ability to be successful
• You invest in your own professional and personal growth and development
• You’re genuinely passionate about independent restaurants and advocating for small business owners
• It’s a plus if you’ve worked in a restaurant at one point in your career!

🏆 Pay and benefits

• The estimated yearly base salary range for this role is $28,000 - $35,000 USD
• This role is eligible for additional benefits and perks, depending on location