Customer Onsite Specialist

Wonolo (Work Now Locally) is disrupting the $140BN temporary staffing industry. Founded in 2014, Wonolo's mission is to help people find consistent work. Through our two-sided tech marketplace, we connect hundreds of businesses in need of front-line workers with 1 million underemployed workers in local markets across the United States, within minutes.

About the role

As a Customer Onsite Specialist, you will visit different job sites maintained by Wonolo’s customers (commonly a warehouse or production facility) to ensure customers and local workers (Wonoloers) have easy access to our support channels. You’ll be working with both Wonoloers and customers, serving as a product expert of the Wonolo app, a problem-solver, and a human connection. As needed, you will serve as a local recruiting operations agent, helping to acquire, onboard, or assess workers for W2 jobs on the platform. You’ll help Wonoloers and customers navigate routine tasks as well as new challenges. You will be immersed in a fast-paced environment that is constantly in flux. Most importantly, you will have a direct impact on supporting local workers by helping to shape the future of work.

This role has an anticipated duration of 3-6 months to start with the potential to extend. This role requires some flexible availability with weekday and weekend shifts available. We welcome qualified candidates located in the Indianapolis, IN, area who are willing to be onsite.

Responsibilities

• Travel to Wonolo customer locations (commonly a warehouse or production facility) and coordinate with customers on issues relating to the check-in / check-out process, time-theft prevention procedures, and other issues relating to Wonoloers' completion of jobs
• Provide real-time feedback on day-to-day operations
• Conduct basic orientation for first day workers
• Monitor performance of placed candidates, addressing concerns and offering support
• Resolve issues and conflicts that may arise between candidates and supervisors
• Build and maintain strong client relationships by understanding staffing needs and facilitating effective communication (in person and email)
• Oversee candidates' attendance and send out daily reports
• Proactively communicate with no-shows and late arrivals, addressing concerns and taking necessary actions, including potential removal from assignments
• Record observations, coaching, and outcomes in Google Docs, ensuring accurate and up-to-date documentation
• Keep up to date with point tracking system and work with team members and client
• Help the client avoid co-employment risks by handling difficult situations, including managing workers in real time (late arrivals, early departures, providing live coaching, terminating workers, collecting badges, and de-escalating potential situations that may arise) and offering representation

Requirements

• 2+ years of experience in an applicable role such as staffing, operations, customer service, or sales
• Comfortable working in an industrial environment with communication skills to engage various stakeholders with many types of personalities and backgrounds, including warehouse managers, individuals not familiar with Wonolo, and the experienced Wonoloer community
• Reliable, responsive and able to work under minimal supervision - you’ll be remote & collaborating with other Wonolo team members virtually
• Experience identifying growth opportunities and self-driven to complete tasks and to proactively solve issues
• A positive self-starter and eager to learn - you’re willing to own results, try new things, are open to feedback and not afraid to ask questions
• Comfortable with tech platforms - e.g. Google for Business tools (Gmail, Calendar, Docs, and Sheets) and Slack
• This role will require travel to and from customer facilities, and will therefore require a reliable form of transportation

Nice to haves

• Marketplace and/or startup experience
• Experience in the industrial/warehousing environment is a plus
• Proficiency with Google Suite (Sheets, Slides, Docs, Forms) and Looker

Pay

The expected pay range for this position is $23-27/hour and eligible for overtime. Individual total compensation will be determined at the Company's sole discretion and may vary based on several factors, including but not limited to, location, skill level, and years and depth of relevant experience. Additionally, this role is currently eligible to participate in Wonolo’s equity plan.

Benefits

• The opportunity for growth in a mission-driven and well-funded start-up
• Meaningful equity and company bonus
• We pay 100% of the medical/dental/vision insurance premiums for you
• Cell phone reimbursement and company laptop
• Retirement plans as well as life and disability insurance
• Access to no-cost on-demand mental health support, including counseling, mindfulness and meditation, and well-being courses
• We encourage a healthy work-life balance and offer flexible schedules
• Team outings, happy hours, company off-sites, and more