Customer Onboarding Specialist

Job description

### **Does your definition of success mean empowering others?** Then Jobber might be the place for you! We’re looking for a Customer Onboarding Specialist to join our Success team! Jobber exists to help people in small businesses be successful. We work with small home service businesses, like your local plumbers, painters, and landscapers, to transform the way service is delivered through technology. With Jobber they can quote, schedule, invoice, and collect payments from their customers, while providing an easy and professional customer experience. Running a small business today isn’t like it used to be. The way we consume and deliver service is changing rapidly, technology is evolving, and customers expect more. That’s why we put the power and flexibility in their hands to run their businesses how, where, and when they want! Our culture of transparency, inclusivity, collaboration, and innovation has been recognized by Great Place to Work, Canada’s Most Admired Corporate Cultures, and more. Jobber has also been named on the Globe and Mail’s Canada’s Top Growing Companies list, and Deloitte Canada’s Technology Fast 50™, Enterprise Fast 15, and Technology Fast 500™ lists. With an Executive team that has over thirty years of industry experience leading the way, we’ve come a long way from our first customer in 2011, but we’ve just scratched the surface of what we want to accomplish for our customers. Our Success team works together with other teams and stakeholders to bring our company values to life for our customers. By being humble, supportive, and truly giving a sh\*t, the Success team ensures that our customers are successful in Jobber. This team thrives on meaningful and impactful communication with one another and with our customers, and plays a significant role in the lives of the entrepreneurs and business owners that utilize Jobber. **The role** Reporting to a Manager, Customer Onboarding, our Customer Onboarding Specialists play a pivotal role in welcoming new home service businesses to Jobber and setting them up for long-term success. By removing technical barriers, streamlining digital payments, and guiding Service Providers (SPs) through a structured onboarding journey, we ensure a smooth start and position them to get real value from Jobber quickly. As a Customer Onboarding Specialist, you’ll manage a portfolio of home service businesses and act as their trusted advisor through onboarding. You’ll guide each customer through a defined progression, from their first kickoff conversation to full activation in their first 90 days, working to clear milestones and service commitments along the way. You’ll consult on Jobber features, workflows, and integrations, recommend tailored solutions that move their business forward, and use scalable tactics to support many customers well at once. You’ll also collaborate closely with cross-functional teams across Jobber, including Sales, Customer Success, and R&D, to keep improving how we onboard. **What you’ll do** - Guide a portfolio of new customers through a structured onboarding progression, from kickoff to activation, hitting clear milestones and timelines along the way. - Be a product expert so our customers are set up for success from day one, driving the value of features, workflows, and how to use Jobber effectively for their business. - Actively listen to customers’ needs, build strong relationships, and deliver customer focused solutions rooted in empathy. - Be patient and reliable for our customers when things aren’t going the way they expected. - Use AI-assisted workflows every day for session prep, follow-ups, and account context, so more of your time goes to the customer conversation itself. - Drive and encourage feedback loops that strengthen a customer retention mindset across the team. - Strive for execution excellence by helping optimize our tooling, processes, and workflows. - Become an ambassador of our culture by being humble, supportive, and someone who truly gives a sh\*t! **To be successful, you’ll need** - Customer service experience, ideally in a role providing high touch customer service. Bonus points for high volume and SaaS environments. - A track record of exceptional customer support and onboarding of new customers to complex products. - Comfort operating inside structured systems: defined playbooks, milestones, and metrics, while still bringing judgment and a personal touch to every customer. - Next level communication and relationship building abilities. We move fast, which means you’ll need to build a high degree of trust with peers, key stakeholders, and the customers who are our life blood. - Experience with a modern CRM and scheduling stack (we use Salesforce, Chili Piper, and Slack) and the ability to pick up new tools quickly. - Hands-on comfort using AI tools in your daily work, and the adaptability to keep pace as our tooling and workflows evolve. - A performance driven, achievement oriented mindset with a bias for action and an eagerness to take initiative. - Agility and adaptability in a fast-paced environment. We’re growing fast and things change every day. What worked yesterday might not work anymore, and you need to be energized by that kind of challenge. - An incredible passion for our customers and a connection to our purpose: to help small businesses be more successful. **Compensation:** At Jobber, we believe that compensation should be transparent, fair, and supportive of your experience and growth. This role comes with a fixed compensation structure, starting at **$59,000 CAD**. Base salary is just one part of a total compensation package that will include equity rewards, annual stipends for health and wellness, retirement savings matching, and an extended health package with fully paid premiums for body and mind. Your professional growth matters to us too! You’ll have access to a dedicated talent development program that includes career coaching and opportunities for career development. If you have any questions about our compensation approach, we encourage open conversations throughout the hiring process! ***Please note: To better support our customer our Customer Onboarding Specialist team works a weekday shift and will require the ability to work one weekend day every four weeks to better serve our customers. This changes depending on daylight savings time.*** ***In the winter the schedule would be Monday to Friday from 9am to 6pm MT and in the summer, it would be Monday to Friday from 8am to 5pm MT, inclusive of a 1-hr lunch.*** **What you can expect from Jobber:** - A total compensation package that includes an extended health benefits package with fully paid premiums for both body and mind, matching in RRSP, TFSA or FHSA, and stock options. - A dedicated Talent Development team and access to coaching, learning, and leadership programs to help you grow your career, reach your goals, and unlock your full potential. - A unique opportunity to build, grow, and leave your impact on a $400-billion industry that has no dominant player...yet. - To work with a group of people who are humble, supportive, and give a sh\*t about our customers. *We believe that diverse teams perform better and that fostering an inclusive work environment is a key part of growing a successful team. We welcome people of diverse backgrounds, experiences, and perspectives. We are an equal opportunity employer, and we are committed to working with applicants requesting accommodation at any stage of the hiring process.* **A bit more about us:** Job by job, we’re transforming the way service is delivered. Your lawn care provider, home cleaning service, plumber or painter could use Jobber to better connect with their customers, save time in the office, invoice faster, and get paid! We’re bringing tens of thousands of people together with technology to deliver billions of dollars a year in services to happy customers. Jobber exists to help make these small businesses successful, and when they’re successful we all win!