US Customer Advisor & Onboarding Specialist - Famly

We are looking for a Customer Advisor & Onboarding Specialist to join our Arlington, VA-based US team. In this role, you will ensure our customers get rockstar support and a world-class onboarding experience from their very first interaction with Famly. You will be the face of our frontline US support and be part of customer onboarding over Zoom, managing everything from high-volume call and email responses to platform setup, churn prevention and upsell.

Your role will be crucial in ensuring our customers' long-term success with Famly, building trust, and showcasing Famly’s dedication to assisting teachers and childcare providers across the US. You will collaborate closely with your direct manager, the US Customer Operations Team Lead, as well as the US Country Manager and other commercial teammates in our fantastic Arlington office with a breathtaking view of Washington D.C.

You will also be part of a 50+ person commercial operation and 150+ person global company doing incredible work (and having fun along the way) to better the lives of children ages 0-5 around the world!

Overall Job Purpose:
As a key player on our US Customer Operations team, you will efficiently manage customer support via in-app chat, email, and phone, while also taking charge of onboarding SMB customers to ensure a smooth and positive start with Famly. You’ll provide expert guidance to childcare directors, teachers, and parents, identify retention and upsell opportunities, and maintain a high level of customer satisfaction.

Key Responsibilities:

• Respond to customer inquiries via chat, phone, and email efficiently.

• Provide expert guidance to help customers optimize their usage of Famly.

• Lead onboarding calls and training sessions for small to medium-sized business (SMB) customers in a fast-paced sales environment.

• Utilize internal systems like Dialpad, Intercom, Planhat, and Zoom for documentation and communication.

• Troubleshoot technical issues and report bugs experienced by customers.

• Conduct proactive check-ins with customers when needed over Zoom to keep retention high.

• Track and report customer feedback to our product team for continuous improvement.

• Manage churn risk and handle difficult customer conversations with confidence.

• Manage and update the US Help Center with relevant articles and video content.

• Create videos to support training for directors, teachers, and parents.

Success looks like:

• Positively impacting metrics including:

  • Response times

  • Ticket handling

  • New customer time to activation

  • Customer satisfaction

  • Customer retention

  • Revenue growth via payments and upsell