Onboarding and Support Specialist

Summary

Join Cocoon and revolutionize the employee leave process! We're building a platform to simplify and streamline leave management for both employers and employees. This role focuses on employer onboarding, providing exceptional support, and improving internal processes. You will manage the end-to-end onboarding of new employer accounts, ensuring a seamless experience. You'll also provide Tier 1 support, escalating complex issues as needed. Continuous improvement is key, requiring you to develop new resources and identify areas for process optimization. This position requires strong communication, problem-solving, and detail-orientation skills. Cocoon offers a competitive salary, comprehensive benefits, and opportunities for professional growth.

Requirements

• Be a superb communicator: Speak & write clearly, concisely, and with empathy. Adapt your communication in a variety of situations and with a wide range of customer personas
• Be a creative problem solver: Think creatively about how to tackle first of kind problems our customers encounter - and proactively bring ideas to our product & eng teams
• Be exceptionally detail oriented: Break down what's required for a customer to go-live and seamlessly bring our customers along for the ride. 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
• Be insight-driven: Thrive on gathering and sharing insights to drive actionable improvements
• Be relationship-oriented and adaptable: Build trust by approaching challenges thoughtfully and comfortably navigate both technical concepts and legal frameworks
• Be a builder: Be passionate about creating playbooks, processes, and resources with an eye for scalability
• Be dedicated to resolution: Take ownership of tasks, aiming for comprehensive and timely resolutions

Responsibilities

• 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
• 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
• 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
• 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

Benefits

• 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