We're looking for a highly organized go-getter and problem-solver who wants to delight our customers by delivering accurate and quick assistance while maintaining Returnly’s quality onboarding experience. Our Onboarding Project team provides quality-touch onboarding guidance and assistance to customers via email with phone calls. After comprehensive training on Returnly products, this candidate should be excited to play a pivotal role in onboarding and enhancing the operations of our diverse customer base. 

Key Responsibility Areas & Tasks:

• Manage business and technical setup issues, regarding the automation of returns processing on e-tailing website businesses.
• Provide enablement support to customers including troubleshooting, investigating, and resolving technical problems that arise during product installation
• Follow a standard project methodology for each client issue. Key job deliverables include the following: Kicking off the project, driving the completion of projects, tracking activity with client, troubleshooting client setup problems, logging Jira tickets, and writing Knowledge Base articles
• Shows initiative and strong desire to grow
• Create and fully document Jira Bug and Enhancement request for Product and Engineering to work from. This includes recreation steps, troubleshooting process, as well as business impact to our merchants
• Write Knowledgebase articles to answer common questions with regards to on-boarding
• Record how-to videos to augment Knowledgebase articles
• Teach them to fish is one of your favorite expressions

Skills, Knowledge & Experience:

• Bachelor’s degree or comparable experience 
• Minimum 1 year of experience onboarding new clients in a customer service or software support environment
• Strong organizational skills and presentation skills required
• Excellent Written, Verbal and Customer Service Skills.
• Commitment to an Exceptional Level of Customer Satisfaction
• Outgoing Personality with the Ability to Perform and Work Well Under Pressure.
• Strong experience with eCommerce systems, i.e., Shopify / Shopify Plus, Magento, and/or SF Commerce Cloud (Demandware) required
• SaaS industry experience preferred
• Ability to read XML, JSON, SQL, and log files; Web development / styling experience preferred
• Familiarity with tools such as Smartsheet, Jira, Confluence, and G-Suite.
• Experience with Salesforce.com Service Cloud and Knowledge preferred
• Ability to drive technical or process improvements, within backend systems, that would positively impact customer integrations.
• Strong oral & written communication skills, people skills, and presentation skills are critical.
• Experience working with 3rd party integrators and eCommerce platform providers is a nice-to-have.
• Experience working in a remote office/location preferred
• Must exhibit a positive attitude, be able to energize teams, and be willing to listen to various opinions.

What you will learn:

• Learn the intricacies of Returns processing via Software and the various integration points.
• Work with Returnly Technology partner solution that affect merchants financial reporting as well as how 3rd Party Logistics Providers work.
• Emersion into the Returnly Financial Technology component of providing instant refunds and instant exchanges – how monies, flow, etc.
• Learn about Machine Learning and its impact on Risk Assessment
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