Customer Onboarding Specialist at CardX

| Chicago
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About Us

CardX is a payment technology company that’s changing the way businesses accept credit cards. We’re focused on introducing more options for consumers, delivering automatic compliance through software solutions, and making payments more fair for everyone.

Our core values are positivity, respect, and excellence. We’re confident that, at CardX, you’ll have one of the best professional experiences offered anywhere: members of our team work directly with stakeholders and are regularly in the driver’s seat on high-profile client opportunities and relationships. On our team, you’ll be supported by talented colleagues who share your winning mentality and are, like you, energized by excellent work.

Position Details

As a Customer Onboarding Specialist, you will own a critical early phase of the customer lifecycle by onboarding CardX’s new clients. You will be responsible for rapidly understanding each client’s business needs, training them on our platform, and ensuring a successful customer launch. As part of a newly created team, you will have the opportunity to shape how we support our clients and influence our onboarding strategy for future clients.

What You’ll Do

  • Lead clients through the onboarding process, ensuring a high overall customer satisfaction and minimizing churn
  • Lead new client trainings over Zoom
  • Follow up with our clients by phone and email to understand any roadblocks and to help them overcome any obstacles
  • Develop a deep understanding of the CardX products to recommend the software’s features and functionality that meet clients’ specific business needs
  • Partner with internal teams to ensure client needs are being met, including working with other CardX teams, including Operations, Sales, and Technology
  • Consistently bring creative ideas and solutions to the team on how to improve the client experience

What You’ll Need

  • Bachelor’s degree required
  • 1-3 years of experience in onboarding, implementation, or customer success
  • Passionate about providing an exemplary customer experience
  • Ability to work independently as well as in a team environment
  • Ability to multitask, prioritize, and manage time effectively
  • Excellent written and interpersonal communication skills
  • Must be extremely detail-oriented and customer-centric
  • Ability to navigate organizational growth and excel in a fast-paced environment

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • SqlLanguages
    • Node.jsFrameworks
    • Vue.jsFrameworks
    • MySQLDatabases
    • RedisDatabases
    • DynamoDBDatabases
    • ConfluenceManagement
    • JIRAManagement
    • ZohoCRM

Location

The CardX HQ is located on the Magnificent Mile just steps away from the Riverwalk.

An Insider's view of CardX

How do you collaborate with other teams in the company?

One way we build collaboration within our culture is by including other team leads in our daily product development scrum meetings. Ongoing transparency and feedback are encouraged from others via open slack channels. We also conduct regular stakeholder meetings that establish direct communication with senior management.

Venson

SVP, Technology

What does career growth look like on your team?

At CardX, career growth takes many different paths. On the Client Support team, teammates take pride in having strong product knowledge and best-in-class customer service skills. These skills often translate into a unique career path for each individual, and CardX promotes teammates into new, exciting roles based on their skills and interests.

Jenn

Director of Client Operations

How do you empower your team to be more creative?

We believe that creativity in the workplace happens when team members have a strong sense of agency and empowerment. Our goal is to ensure that our teams always have a high level of autonomy in the projects they’re working on, and building a culture where people have authorship of their work really fosters creativity within the company.

Michael

COO

What are CardX Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Company Outings
Stocked Kitchen
Some Meals Provided
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available
Paid industry certifications

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