Fondue Customer Onboarding Specialist II

As Customer Onboarding Specialist II, you will actively guide our largest customers through the Fondue setup process. You will be responsible for communicating and implementing best practices, optimizing A/B tests, and troubleshooting any issues. Ultimately, your efforts will ensure that customers see a strong return in their first 30 days using Fondue. Your efforts will directly benefit our customers and contribute to our ambitious growth plans. Further, as an early member of the Onboarding team, you will play a key role in building the foundation that enables the future success of the Onboarding team. This position is fully remote.

Primary duties

• Run best in class onboarding experience with your customers

• Build and launch A/B tests end to end across customers’ marketing service platforms

• Consistently meet and exceed onboarding health targets

• Build strong relationships and ensure long-term brand loyalty

• Follow up with customers to ensure their technical issues are resolved 

• Report and analyze data in real time to help drive successful A/B tests

• Become a critical voice on the team in iterating on our customer journey. Actively contribute to deep collaboration among sales and product teams in order to create the most seamless onboarding experience

• Develop and maintain deep expertise in our product, services, and of the marketing technology domain, including industry trends, compliance/regulatory considerations and trendsetters

Requirements 

• 3+ years in a customer-facing role. Experience in SaaS, software or closely related tech preferred

• Experience with building emails in Klaviyo is required

• Familiarity with data collection, reporting, and analysis being a plus

• Great communication skills: able to explain yourself to others, guide people, record documentation videos, etc.

• Demonstrated problem solving abilities, including with technical issues

• Strong process-orientation and ability to drive a consistent and repeatable experience 

• Self-starter that is highly detail-oriented and organized: drives value end to end with little supervision/assistance

• Experience in a high-growth, early stage environment preferred

What You’ll Love About Us

• Salary range of USD $67,000 to $78,000 base plus significant equity (we do not have geo based salaries)

• High growth startup - plenty of room for you to directly impact the company and grow your career!

• Work from home (or wherever)

• Fun - We’re passionate and enjoy what we do

• Competitive compensation and opportunity for equity

• Flexible paid time off

• Health, dental, vision insurance

What to expect from our hiring process :

• Intro Call: You’ll hop on a quick call with the Recruiter so we can get to know you better — and you can learn a little more about the role and Postscript. 

• Hiring Manager Intro: You’ll hop on a quick call with the Hiring Manager so your future Manager can get to know you better — This is a great time to learn more about the team & position. 

• Homework Assignment: We will send over an exercise that challenges you to solve a problem & come up with a creative solution, or outline how you've solved a problem in the past. Get a feel for what you’ll be doing on a daily basis!

• Final FEACH Interview: This is our interview to assess your ability to represent how you work via our FEACH values. As we build the #1 team in Ecommerce, we look for individuals who embody FEACH professionally and personally. We want to hear about this in your final interview!

• Reference Checks: We ask to speak with at least two references who have previously worked with you, at least one should be someone who has previously managed your work.

• Offer: We send over an offer and you (hopefully) accept! Welcome to Postscript!

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