DaySmart is a provider of business management software that specializes in providing scheduling and workflow solutions to businesses around the world. We provide award-winning business software to thousands of users in a variety of industries.
Our Software:
Time To Pet, a DaySmart company, is focused on building business management software for pet sitters and dog walkers. Our SaaS product is designed to help pet sitters and dog walkers start, grow, and better manage their companies.
We pride ourselves on our ability to rapidly deliver exciting new features to our customers, to provide unmatched support, and to help them build the best business possible. We do this by finding great people, using systems to manage and improve our processes, staying lean and nimble, listening to the needs of our customers, fully committing to customer success, and providing useful and relevant content.
Responsibilities:
Customer Onboarding is essential to our mission. The top priority for our Customer Onboarding team is to help our new customers fully understand our product and how it can help them achieve their goals. Customer Onboarding is part of our Customer Success Team at Time To Pet, along with the Customer Support Team.
As a Customer Onboarding Expert, you’ll be directly responsible for assisting new customers during the onboarding process. This includes answering questions via email as well as conducting in-depth onboarding calls over screen share with new Time To Pet customers. You will be reporting to the Manager of Customer Onboarding and working alongside our other Onboarding Experts, as well as our Customer Support Team to ensure the continued success of our customers.
Schedule and conduct in-depth onboarding calls (over screen share, no video) with new customers. These are scheduled for one hour and are a deep dive into how our customers manage their businesses, how Time To Pet can assist them with launching to their clients, and provide a keen understanding of the most important features in our system.
- Help our customers via phone and email to answer their questions, troubleshoot their issues and ensure they have the best experience possible.
- Meet regularly with your manager and the Onboarding Team to discuss calls and team updates.
- Assist the Customer Support team with updating our Knowledge Base help articles and videos.
- Enhance our support and onboarding processes through research in collaboration with teams at Time To Pet. Other projects as assigned by your manager.
Requirements:
- Must have experience owning, operating or managing a pet care business.
- Prior experience providing customer support and/or onboarding new customers.
- Prior experience using Time To Pet software is highly desired.
- Experience using social media and/or web based software such as Slack or Help Scout.
- Consider yourself “tech-savvy”.
- Strong, concise and articulate writing skills.
- Experience with providing support over the phone.
- Must have reliable access to the internet.
- Problem solver who can make connections between business problems and software solutions.
- Ability to collaborate well with a team, even while working remotely
- Committed to delivering unmatched customer support.
- Self-starter that can stay on task in a remote environment.
The Ideal Candidate:
You’re empathetic and patient with our customers and understand that not everyone shares the same level of technical skill. You have the unique ability to make people feel empowered and successful; not silly. You are a problem solver willing to go the extra mile to ensure that a question is answered, or a problem is solved. You have the ability to listen and connect real world questions with solutions through software.
You are detail oriented, professional, and understand that onboarding and support is the first line of communication with our customers. You enjoy communicating with people and can balance being friendly with getting a job done. Efficiency and looking for new ways to improve your skills are important to you.
You identify as a self-starter - you don’t shy away from a challenge and are flexible with change. If you need help or support, you’re not afraid to ask. You show up with honesty, integrity, and humility with your team and our customers.
Compensation:
The salary range for this role is $48,000.00 to $55,000.00 per year. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc.
What We Offer:
- Competitive salary and benefits including medical, dental, vision, HSA, FSA, and more!
- 401k plan with company match on your contributions.
- Open PTO and a generous paid holiday schedule.
- Supportive work environment with the flexibility to work where/how you want – in-office, remote, or hybrid.
- Opportunities to ensure you are always learning and growing.
How You Will Work:
This will be a US based position. We offer flexible work arrangements including fully remote, in person or hybrid opportunities. For those looking to work in person, we have physical offices in the following cities:
- Ann Arbor, MI
- Scottsdale, AZ
- Wayne, PA
- Austin, TX
DaySmart is committed to creating a diverse employee environment and is a proud equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, age, or veteran status.
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