Customer Onsite Specialist

About the role

As a Customer Onsite Specialist, you will visit different job sites maintained by Wonolo’s customers 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.

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

We are looking for someone who is organized, can take initiative, can speak to different stakeholders including job site supervisors and gig economy workers, and has problem-solving skills who can operate in an ambiguous environment. You will serve as the face of Wonolo to various Customers and Wonoloers and will ensure both are having a seamless Wonolo experience.

Qualifications

• 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
• 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

Skills

• Experience identifying growth opportunities
• Experience in the industrial/warehousing environment is a plus
• Proficiency with Google Suite (Sheets, Slides, Docs, Forms) and Looker

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

Pay

The expected pay range for this position is $24-27/hour and eligible for overtime.