Customer Onboarding Specialist

**About Us**:
Edrolo is an Australian, venture-backed ed-tech startup on a mission to revolutionise education. With a transformative phase underway, we're doubling down on our commitment to deliver game changing learning outcomes for students and teachers across Australia. Our in-house team spanning content production, tech innovation, sales, and support works in sync to create a platform that truly makes a difference in supporting students and teachers to achieve outstanding results

We're entering an exciting new chapter and are looking for talented individuals to join our Onboarding team. This is your chance to make a tangible impact on how new and existing customers experience Edrolo as we support our loyal customers and expand into new markets

**About the Role**:
We're on the hunt for proactive and dedicated Onboarding Specialists to be the driving force behind the onboarding experience. You'll be the champion of seamless transitions, ensuring that schools effortlessly integrate with our platform and enjoy a frictionless experience. Your work will be pivotal in reducing churn and ensuring our customers get the most out of the Edrolo platform

You'll thrive in this role if you're passionate about guiding customers through the onboarding journey. Whether it's standardising messy data or tackling unique challenges, you'll be hands-on in helping schools bring their data onto our platform. Your ability to navigate complexities with confidence and professionalism will be key

**Key Responsibilities**:

- Lead the charge in customer onboarding, ensuring schools can smoothly transition their sensitive enrolment data onto the Edrolo platform
- Partner closely with internal Client Success, Client Growth, and Customer Service teams to align our efforts with schools' goals and timelines
- Be the go-to contact for schools, handling their queries with clarity and providing a stellar onboarding experience
- Craft clear, concise, and comprehensive responses to queries, especially when managing sensitive data
- Diagnose and resolve complex issues quickly, turning challenges into opportunities to delight our customers
- Handle multiple concurrent customer queries and projects, especially during peak times in the school year
- Spot trends in queries and turn insights into proactive solutions that improve our processes
- Engage with school stakeholders with a professional yet personable approach
- Tackle any subscription issues that arise during onboarding, ensuring nothing stands in the way of a successful integration
- Continuously refine and update process documentation to keep our workflows efficient and effective

**About You**:
We're looking for individuals who:

- Have demonstrable experience in a similar role or in customer success or customer support roles
- Are confident with data sources such as Excel and CSV and can wrangle a spreadsheet
- Thrive in fast-paced environments and see opportunities in the midst of transformation
- Have a knack for understanding the big picture while navigating the unknowns and ambiguity of current processes
- Are natural communicators who proactively offer support and build relationships
- Love jumping on calls to resolve issues and get things done
- Take pride in seeing tasks through from start to finish, leaving no loose ends
- Are solution-oriented, with a can-do attitude towards tackling challenges head-on
- Are comfortable giving and receiving constructive feedback to drive continuous improvement
- Previous experience in education is not required—what matters most is your drive and passion for providing an amazing customer onboarding experience

**Benefits**:

- Full-time opportunity
- Modern office in the Melbourne CBD
- Hybrid (3 days in office) - We are a 9am-5pm workday business - no weekends required
- Flexible working arrangements