Onboarding Specialist :

At Helpshift, we have 5 Leadership principles that we integrate into our every day, and use to guide us in our goals. These principles reflect who we are as part Keywords Studios, and to show who we are when we come together, collectively, with other studios to achieve success:

• Power of Partnerships: We collaborate with our clients as an extension of their team. With shared passion and purpose, we proactively support them in bringing their stories to life.
• One Keywords: We believe in a network with efficiency at its core. Combining the strength of a global platform with the agility of local studios creates our superpower.
• Raise the Game: We embrace technology, innovation, and our entrepreneurial spirit to help our clients and the industry thrive. Leveraging the sum of our experience brings new value to gaming and beyond.
• Embrace an Open World: We champion diversity of talent and ideas from every corner of our global community. Inclusivity makes us stronger and enables us to deliver world-class entertainment creation to our partners.
• Trust through Transparency: We pursue open and honest relationships with our people, clients and communities. Clear and authentic communication is foundational as we create success together.

Responsibilities: 

• Assist customers through Helpshift’s onboarding process end-to-end, from discovery through go-live 
• Work side-by-side with customers to design, build, and deploy basic integration and workflows involving AI & Bots 
• Monitors KPIs throughout the free trial and self service onboarding experience to ensure a smooth set up experience that leads to faster time to value 
• Identify and Propose improvements to standard Helpshift implementation processes 
• Become an expert at using Helpshift’s administrative tools which include a suite of AI products, bots, and other mission-critical support functions  
• Work collaboratively with account management, operations, and product teams to ensure customers’ overall success with the product and support operations 
• Continually optimize the overall onboarding process with improvements to documentation, trainings, and other customer-facing content 

Requirements

Requirements: 

• You have a minimum of 1-2 years of SaaS experience in a specialization such as consulting services, technical pre-sales or technical project management 
• You are familiar with technical SaaS concepts such as SDKs, APIs and cloud computing  
• You are exceptionally organized and a project manager at heart 
• You value performing tasks as efficiently as possible and you dislike seeing mistakes repeated 
• You have excellent communication skills and are comfortable leading meetings with customer executives and analysts alike 
• You are proficient in the entire G-Suite and can perform data analysis tasks including generating pivot tables and writing complex formulas in Sheets/Excel  
• You are curious about complex systems and a natural problem solver 
• Bonus points for previous experience in a support role or call center 
• US working hours

Benefits

• Hybrid setup
• Worker's insurance
• Paid Time Offs
• Other employee benefits to be discussed by our Talent Acquisition team in India

Closing: 

Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status.