ExpertVoice · 15 hours ago
Expert Onboarding Manager - Night/Weekend Shift
United States
Full-time
Remote
Mid, Senior Level
$55K/yr - $65K/yr
3+ years expExpertVoice is a company that partners with respected consumer brands to engage experts and build rewarding experiences. The Expert Onboarding Manager will manage team operations and ensure a high-quality onboarding experience for experts joining the platform.
Brand MarketingDigital MarketingMarketingRetailRetail TechnologySalesSocial Media MarketingSocial Network
Responsibilities
Lead and coach a team of Expert Onboarding Coordinators to deliver exceptional support and onboarding experiences for experts
Serve as the primary point of escalation for complex or sensitive expert inquiries, resolving issues with professionalism and urgency
Monitor individual and team performance; provide regular feedback, coaching, and development to improve quality, efficiency, and consistency
Oversee scheduling, staffing, and workflows to ensure coverage across operating hours (including weekends) and maintain service-level expectations
Ensure timely, accurate responses to experts via email, chat, and phone, with a focus on education, clarity, and a positive experience
Analyze data and trends in expert inquiries to identify pain points, process gaps, and opportunities to improve tools, policies, and workflows
Collaborate with Product, Marketing, Brand, and other internal teams to share expert feedback, support key initiatives, and assist with hiring, onboarding, and training new team members
Qualification
Required
CRM and ticketing tools (Zendesk preferred)
MS Office or Google Workspace
Digital communication platforms (chat, email, video conferencing tools)
3+ years of customer service or customer support experience
At least 1 year in a leadership, team lead, or supervisory role (formal or informal)
Bachelor's degree in a relevant field or equivalent experience preferred
Preferred
Experience supporting users of a digital product, SaaS platform, eCommerce site, or other technology-driven environment
Strong written and verbal communication skills, with the ability to simplify complex information and communicate clearly with diverse audiences
Demonstrated ability to motivate, coach, and support a remote team while fostering accountability and collaboration
Excellent organizational skills with proven ability to manage multiple priorities, deadlines, and shifting demands in a fast-paced environment
Data-driven mindset; comfortable using reports and metrics to inform decisions, optimize team performance, and improve processes
Experience in SaaS, eCommerce, or other digital platforms is a plus
Benefits
Comprehensive Benefits Package: We offer medical, dental, and vision insurance for employees, with coverage extended to eligible dependents. Additionally, our benefits include flexible spending accounts (FSA), health savings accounts (HSA), life insurance, and both short- and long-term disability.
Generous Parental Leave: Welcome your new addition with up to 15 weeks of paid parental leave for full-time employees.
401(k) with Employer Match: Invest in your future with our 401(k) plan and employer match.
Work-Life Flexibility: Freedom to work from anywhere in the Continental USA! This position offers the flexibility of being fully remote, with the expectation that team members can follow our standard work hours schedule from 10:00am-3:00pm MT Monday-Friday (unless otherwise communicated).
Exclusive Employee Incentives: clients often extend exclusive incentive purchase programs to EV employees.
Company
ExpertVoice
ExpertVoice is a provider of an online marketing platform used to connect brands with influencers.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$31.98MKey Investors
Sorenson Capital
2016-04-07Series Unknown· $13.46M
2014-09-10Series Unknown· $16M
2006-10-04Series B· $1.5M
Leadership Team
Greg Cox
Chief Product & Technology Officer
Recent News
2023-12-20
Company data provided by crunchbase