Support Specialist -Onboarding

💪🏽 What You’ll Do:

1. Employer Onboarding:

• Manage the end-to-end onboarding process for new employer accounts, ensuring a seamless account setup and launch experience.
• Execute the Onboarding Checklist, review employer documents, and resolve policy questions and/or conflicts.
• Educate employers on using Cocoon’s platform, navigating resources, and understanding leave policies.
• Maintain clear communication with employers, ensuring timely responses (<24-hour SLA) and documenting all interactions in Hubspot.
• Successfully transfer accounts to Customer Success Managers (CSMs) post-launch while ensuring any open items are resolved.

1. Support Specialist:

• Assist in Tier 1 support by answering common and easy-to-resolve questions with self-serve solutions.
• Escalate complex Tier 2 tickets requiring specialized knowledge to the appropriate teams.
• Provide video and phone support to employers and users, ensuring a positive and empathetic customer experience.
• Meet standardized Service Level Agreements (SLAs) while managing escalations with care and efficiency.

1. Process Improvement & Resource Creation:

• Develop and ship new resources or process improvements monthly, such as updated onboarding documents, guides, or walkthroughs.
• Identify areas of improvement in onboarding and support processes, sharing feedback and insights with the team.
• Build scalable playbooks and workflows to streamline operations and enhance the customer experience.

1. Continuous Learning and Contribution:

• Successfully complete the Disability Management Employer Coalition’s (DMEC) certification to become a Certified Leave Management Specialist (CLMS) within the first 3 months, sponsored by Cocoon.
• Provide feedback to the Product Team to enhance Cocoon’s functionality and user experience.
• Actively participate in team meetings, sharing learnings and contributing to a culture of continuous improvement.

⚡️ You’d Be a Great Fit If You Are:

• A superb communicator: You speak & write clearly, concisely, and with empathy. You are able to adapt your communication in a variety of situations and with a wide range of customer personas.
• A creative problem solver: You think creatively about how to tackle first of kind problems our customers encounter – and proactively bring ideas to our product & eng teams.
• Exceptionally detail oriented: You are able to break down what’s required for a customer to go-live and seamlessly bring our customers along for the ride. You have a firm grasp on a wide range of important details in a customer’s onboarding, and can project manage a complex launch to completion with rave reviews.
• Insight-driven: You thrive on gathering and sharing insights to drive actionable improvements.
• Relationship-oriented and adaptable: You build trust by approaching challenges thoughtfully and can comfortably navigate both technical concepts and legal frameworks.
• A builder: You’re passionate about creating playbooks, processes, and resources with an eye for scalability.
• Dedicated to resolution: You take ownership of tasks, aiming for comprehensive and timely resolutions.

🎁 Some benefits you can expect as a part of the Cocoon team:

• Competitive salary and equity
• Medical, dental, and vision insurance coverage
• Unlimited vacation and sick time
• Professional development budget
• Office setup and wellness stipends
• 14 weeks of paid parental leave
• 4 weeks of each paid medical and caregiver leave
• 4 weeks of flexible, paid compassionate leave
• Flexible work schedule

The salary for this role is $75,000.