Classification & Onboarding Specialist

Upwork ($UPWK) is the world’s largest work marketplace, connecting businesses with highly skilled professionals worldwide. From entrepreneurs to Fortune 100 enterprises, companies trust Upwork’s platform to access expert talent, leverage AI-powered work solutions, and drive meaningful business outcomes.

Upwork’s AI-powered platform has facilitated over $20 billion in economic opportunity for professionals worldwide. With professionals spanning 10,000+ skills, including AI and machine learning, software development, sales and marketing, customer support, finance and accounting, and more, Upwork empowers businesses of all sizes to scale, innovate, and build agile teams.

As a Classification & Onboarding Specialist, you will be making classification decisions, of significant impact, on behalf of Upwork for our UTG Clients and support the end to end Upwork Payroll solution for the entire Upwork platform. You will represent yourself as the face of the Classification and Onboarding Solution to Clients, Talent, and Partners. Your independent judgment, analysis, and discretion are paramount. You are being entrusted to make decisions for, and act on behalf of, Upwork and ensure compliance with all applicable laws. You will work with Enterprise Program Teams as a trusted operational partner, bringing together Upwork’s expertise and thought leadership to build these compliant solutions and to solve our clients' needs. Additionally, you will be responsible for partnering with the sales team to present the Classification & Upwork Payroll Solution to prospective clients and assisting Solutions with the launch of new classification accounts. You will lead with independent judgment to maintain seamless service and accuracy for IC engagements. You need to excel at building internal and external relationships, and bring expertise in building and scaling programs, compliantly, with partners that align with priorities and deliver results.

Responsibilities:

• Driving accountability for metrics and company OKR’s

• Proactively supporting Upwork Freelancers and clients throughout each engagement on and off the platform. Respond to customer inquiries via chat, email and telephone in an efficient and effective manner

• Ensuring timely communication by meeting all established SLAs. 

• Working with peers, partner teams, and vendors to develop solutions and deepen the value proposition of Upwork’s Classification & Onboarding Services

• Using independent discretion and judgment to make or recommend classification determinations compliant with applicable law and consistent with broader company classification guidelines

• Being Upwork’s Classification & Onboarding authority and utilize your history and experience to educate partners and clients about the impact and expectations of their account

Come change how the world works.

At Upwork, you’ll shape the future of work for a global, remote-first workforce, creating economic opportunities for professionals worldwide. While we have a physical office in Palo Alto, we currently hire full-time employees in 21 U.S. states, making it easier than ever to join our mission from wherever you call home.

Our culture is built on trust, risk-taking, customer focus, and excellence, all in service of our core mission: to create economic opportunities so people have better lives. We embrace authenticity and inclusion, encouraging everyone to bring their whole selves to work. Personal and professional growth is a priority here, supported through development programs, mentorship, and our Upwork Belonging Communities.

We’re proud to offer benefits that go beyond the basics, including comprehensive medical coverage for you and your family, unlimited PTO, a 401(k) plan with matching, 12 weeks of paid parental leave, and an Employee Stock Purchase Plan. Visit our Life at Upwork page to learn more about our values, working principles, and the overall employee experience.

Ready to help shape the future of work? Check out our Careers page and follow us on LinkedIn, Facebook, Instagram, TikTok, and X. to learn more about life at Upwork.

Upwork is an Equal Opportunity Employer committed to recruiting and retaining a diverse and inclusive workforce. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other legally protected characteristics under federal, state, or local law.

Please note that a criminal background check may be required once a conditional job offer is made. Qualified applicants with arrest or conviction records will be considered in accordance with applicable law, including the California Fair Chance Act and local Fair Chance ordinances.