What this job can offer you

This is an exciting time to join Remote and make a personal difference in the global onboarding space as a Client Services Specialist, joining our Onboarding Operations team.

Our ambition is to provide the best end to end customer experience. Working closely with our client and internal operations teams, you will be the first line of response in triaging and addressing all potential company and employee issues related to Onboarding.

What you bring

• Act as a primary point of contact to client facing teams within Remote for all questions related to Onboarding Operations, including subject matter expertise on the practice of compliant, global employee onboarding.
• Shepherd onboardings with enterprise-level clients requiring customized onboarding flows or high-touch onboarding management, guiding them through internal processes and acting as primary point of contact for onboarding team.
• Executing and evaluating employee onboardings to refine/improve service and communication touchpoints, keeping in alignment with CX best practices.
• Influence and/or direct management of the Onboarding Operations Team’s service delivery (response and resolution), directly with our customers and their employees through our Help Desk, or with our Customer Care team as needed.
• Provide companies and employees support on all Onboarding related questions and address their potential issues.
• Collaborate closely with Customer Operations, Customer Care, Customer Experience and Sales teams to provide best in-class support to our clients and ensure answers are provided within strict SLAs.
• Develop and maintain up-to-date knowledge base, documentation and FAQs on Onboarding Operations, especially those used by our go-to-market teams.
• Work cross-functionally with our other key operational teams including Mobility, Lifecycle, Benefits and Payroll to ensure a smooth client and employee experience that compliments service delivery.
• Continuously identify and implement ways to improve the onboarding experience, based on direct feedback from our customers and their employees.

Key Responsibilities 

• 4-6+ years human resource and/or client services experience, with a specific focus on service delivery in an employee onboarding capacity
• 2-5 years experience working with HRIS systems data management/analysis and/or ticketing systems, with a specific focus on developing internal training and reporting materials based on data from these systems.
• Experience leveraging automations and 3rd party integrations to maximize speed and efficiency during service delivery
• Deep knowledge of customer/client onboarding best practices, and global employment landscape
• Creative problem-solving abilities with exceptional communication skills
• Strong understanding of service/HR software, with focus on onboarding client service delivery through these platforms
• Proven experience working with internal teams to solve issues affecting customers
• A productivity geek who is constantly thinking of ways to improve and speed up their work
• Ability to adapt to a fast-paced, international work environment with a passion for having a positive impact
• Understanding of the imortance of documentation and the benefits of working asynchronously
• Polished and professional demeanour, and willingness to represent Remote on customer or employee facing video calls.
• Familiarity with Zendesk ticketing system a plus
• Fluent spoken and written English

Practicals

• You'll report to: Director, Onboarding Operations or Senior Manager, Onboarding Operations
• Team: Onboarding team
• Location: Australia or New Zealand
• Start date: As soon as possible

Remote Compensation Philosophy

Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equitypayalong with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.

At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce.  We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.

The base salary range for this full-time position is $62,400 USD to  $70,200 USD. Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change.

Application process

1. Interview with recruiter
2. Interview with Team Managers 
3. Interview with Senior Manager
4. Prior employment verification check 

#LI-DNI

Company Overview:

Cohere Health is a fast-growing clinical intelligence company that’s improving lives at scale by promoting the best patient-specific care options, using leading edge AI combined with deep clinical expertise. In only four years our solutions have been adopted by health insurance plans covering over 15 million people, while our revenues and company size have quadrupled.  That growth combined with capital raises totaling $106M positions us extremely well for continued success. Our awards include: 2023 and 2024 BuiltIn Best Place to Work, Top 5 LinkedIn™ Startup, TripleTree iAward, multiple KLAS Research Points of Light, along with recognition on Fierce Healthcare's Fierce 15 and CB Insights' Digital Health 150 lists.

Opportunity Overview:

Cohere is looking for a Client Success Specialist in support of our customer success leadership. This role will be an integral member of the Client Success team and will serve as one of our client’s key points of contact, assisting with business, product, and technical support. This person will play a critical role in nurturing and developing client relationships and will lead the resolution of client issues, help to shape reporting efforts, and work with teams across Cohere in support of clients.

If you are passionate about deploying technology-driven solutions to enhance patient experience, drive clinical excellence, and achieve healthcare operational efficiencies, we want to hear from you!

Last but not least: People who succeed here are empathetic teammates who are candid, kind, caring, and embody our core values and principles. We believe that diverse, inclusive teams make the most impactful work. Cohere is deeply invested in ensuring that we have a supportive, growth-oriented environment that works for everyone.

What you will do:

• Develop strong and sustainable business relationships with Cohere’s current client accounts in support of current work and expansion efforts
• Support Client Success Managers in all steady state activities
• Manage, track, and monitor progress against day-to-day operational work, milestones, and ongoing work plans
• Maintain knowledge of all current and upcoming activity with client accounts in relation to current scope and expansion opportunities
• Partner with clients to troubleshoot issues and to identify solutions
• Collaborate with cross-functional teams within Cohere to effectively respond to client issues and inquiries
• Track key internal updates and performance indicators that should be shared with client accounts and help to determine most effective way to share information
• Create reporting materials and client facing presentations to share updates, progress against targets, and overall performance for client accounts

Your background & requirements:

• Bachelor’s degree
• 3-5 years of experience in client-facing roles (customer success, customer support, or similar role)
• Passion for building relationships with key stakeholders and prioritizing their needs
• Excellent project management and communication skills with strong interpersonal skills
• Operationally minded and able to effectively problem solve in partnership with client accounts
• Ability to effectively work cross-functionally, including with technical teams
• Experience working in healthcare, preferably with healthcare technology
• Experience working in fast-paced environment 
• Flexible and comfortable with ambiguity
• Willingness to travel up to 20% of time

We can’t wait to learn more about you and meet you at Cohere Health!

Equal Opportunity Statement 

Cohere Health is an Equal Opportunity Employer. We are committed to fostering an environment of mutual respect where equal employment opportunities are available to all.  To us, it’s personal.

The salary range for this position is $50,000 to $70,000 annually; as part of a total benefits package which includes health insurance, 401k and bonus. In accordance with state applicable laws, Cohere is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including but not limited to qualifications for the role, experience level, skillset, and internal alignment.

#LI-Remote

#BI-Remote

About Atticus

At any given time, 16 million Americans are experiencing a crisis that requires urgent help from our legal system or government. The right assistance could transform their lives. But today, most never get it. 

Atticus makes it easy for any person in crisis to get the life-changing aid they deserve. In just three years, we’ve become the leading platform connecting people with disabilities to government benefits.We also help victims of accidents, misconduct, and violence get compensation from insurance. So far, we’ve gotten thousands of people access to over $2B in life-changing aid, and we’re just getting started.

We've helped more than 20,000 people in need (see our 8,000+ five-star reviews) and raised more than $50 million from top VC firms like Forerunner, GV (Google Ventures), and True Ventures. (We just closed our Series B round in May 2023, so we're well-funded for the foreseeable future.) We're small but moving fast — our team grew from 52 to 91 last year and we expect to double in size again in 2024.

The Job

Each day, hundreds of people seek our help getting disability benefits or insurance compensation. They’re intimidated by the process, unsure where to turn, and desperate for good advice.

As part of our Client Experience team, your job is to get them on the right path. You’ll spend each day communicating on the phone with clients to understand their situation, figure out whether we can help them, and advise them on the next steps. You'll become an expert on a complex and interesting field, learn to rapidly navigate our internal tech platforms and tools (Salesforce, Front, etc.), and help hundreds of ordinary people (each with a unique story) every week. You’ll be measured by and compensated for the impact you have on our clients. 

This job is different from traditional customer service or sales: Our service is totally free, and clients are desperate for our help — so you'll rarely talk to an angry customer. The conversations are deeply rewarding, and clients are profoundly grateful. You will have to navigate conversations on deeply personal and sad topics, gently but quickly offer guidance, and handle many different interactions over the course of a day. 

Please note: You don’t need any prior legal knowledge or experience to excel in this job.

Qualifications

Required:

• You have at least three years of professional work experience, and have succeeded in jobs that involve talking to customers all day (CX, sales, support, hospitality, etc.).
• You care about people and can interact with folks from all walks of life; you’re able to simultaneously be supportive to a person in crisis and quickly drive a conversation.
• You’re a quick learner and a competent writer, able to master complex new topics and platforms when given instruction and support.

Preferred:

• You’ve had a metrics-driven role and you exceeded the goals set for you and outperformed your peers.
• You've previously worked at high volume, high-performing service/sales/support team from a company known for great customer service.

We are strongly committed to building a diverse team. If you’re from a background that’s underrepresented in tech, we’d love to meet you.

Salary and Benefits

This is a rare opportunity to join a startup that has strong traction (substantial funding, well-respected backers, tremendous growth, and many happy customers) but is still small enough that you can have a huge impact and play a role in shaping our culture.

We’re a certified B Corporation tackling a critical social problem. Our mission to help people in need drives everything we do, and your work here will touch many lives.

We offer competitive pay — including equity, bonus, and generous benefits:

• Medical and dental insurance with 100% of employee premiums covered
• 15 vacation days & 16 paid holidays each year
• Free membership to OneMedical
• $1,000/year reimbursable stipend for education and training outside of work 
• $600/year reimbursable stipend for internet service
• Up to $1,200/year student loan repayment assistance
• 401(k) and optional HSA
• Free snacks, drinks, weekly lunches, and regular team dinners/events/retreats
• Humble, thoughtful, smart, fun colleagues

We anticipate the base salary band for this role will be between $60,000 and $75,000 in addition to equity, benefits, and an uncapped monthly bonus structure. Under the current bonus compensation plan, top performers are earning over $100,000 in total compensation. The salary at offer will be determined by a number of factors such as candidate’s experience, knowledge, skills, and abilities, as well as internal equity among our team.

Location & Covid

This job is fully remote and we’re committed to empowering everyone with flexibility. Live wherever, work remotely, and travel to Phoenix or LA (on the company dime) as needed to be with your colleagues —somewhere between quarterly and yearly. We care a lot about building a great culture and we think some interactions need to happen in person, so we put a lot of thought into retreats, offsites, and other ways to gather.