FR/EN Onboarding Specialist
Job Description
Fluent FRENCH is a MUST for this position
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Important note: Chances are, you're about to find the next great company to have fun with on a long-term basis (and that’s what we’re looking for)!
We're looking for an FR/EN Onboarding Specialist for Vacation Rental Software - 100% Remote - European time zone.
This is a full-time position, working remotely either from your home or from the country that inspires you.
We are looking for a badass who will be able to adapt to our style and our culture. Would you answer YES to these questions?
* You are passionate about helping people?
* Is it essential to you to have an impact on the lives of others?
* You love working in a team where we all stand for each other?
* Do you love to configure tools and investigate issues?
* And those who have worked with you in the past have recognized your relentless desire to improve and have been blown away by the quality of your customer success experience?
If you answered YES to all these questions...We may be interested in your profile!
Here is your mission.
🎯 Your main goals:
- Manage new customers Onboarding projects from scratch with an autonomous, and proactive attitude whilst being a team player
- Provide trainings to our new customers on how to use our product and services
- Help people get the best out of their Smily accounts, through customized onboarding service depending on the need of each property manager. Also, ensure to respond to inquiries in a timely, professional, and friendly manner with excellent interpersonal skills (managing phone calls (inbound + outbound), incoming and outgoing emails, messages, chat conversations, etc...)
- Improve internal efficiency by proactively identifying opportunities to optimize our current processes and tools to guarantee more revenue generation and our ability to scale
- Monitor objectives and performances of the onboarding team to ensure cross-team alignment and data driven decisions
- Collaborate with our team members from our Channels across the globe within the different time zones. Note that you will be a priviledged intermediate between our Smily new customers and all internal teams (the sales team, the product team, the customer success team and the technical team)
- Make sure our new clients love their onboarding experience with Smily maintaining the best customer journey standards!
Why join us? ❤️
The team is really cool and ambitious, the offices are amazing - we don't have any 😂, you can work from wherever you want on our beautiful planet 🌍and you get to participate in sharing smiles (this is an opportunity to sell a product that doesn't keep you up at night!).
If you want a ticket to the moon 🌗 it's still expensive but we should be able to help reserve a spot for you ;)
But also...
It is an opportunity...
* To play a major role in the growth of an ambitious company
* To join a company whose mission is to put people at the heart of its business and to have a real impact on the lives of its customers and their community (owners, travelers, families...)
* The opportunity to contribute to a culture that combines performance, ambition and well-being. A culture so strong that our A-players would never consider working anywhere else.
Smily is also...
* A team always in great spirits taking on a global market populated by dinosaurs 🦖🦕or uninspired companies that are just there to take advantage of a market opportunity
* Waking up in the morning with the feeling that you're making millions of people's lives better and helping them achieve their dreams
* The ability to work from wherever you want (by the pool, in the woods or on your stand-up desk)
* A remote culture from day one: we're always experimenting with new ways to make telecommuting as warm and cool as possible. For example, some people challenge themselves to do sports or meditation
* A company culture based on autonomy
* Being surrounded by A-Players
* A guarantee of being pushed to progress
* A growing company, synonymous with development opportunities!
* Currently we are 50/50 male female and we aspire to be a balanced, inclusive team.
But that's not all, because we put team well-being at the heart of our strategy:
* Flexible locations: you're encouraged to work from wherever inspires and suits you best. Whether it's to enjoy the best kitesurfing spots 🪁🏄♀️ or spend more time with your family
* Flexible hours: what's important to us is the value you bring much more than the time you work - even if you will be required to maintain moments of sharing and communication with the team ;)
* Your own boss: we are partners and work as equals. Our relationship does not work out of a sense of obligation but out of a common will and effort to strengthen it on a daily basis
* Team building / Team retreats: we meet in a corner of paradise on our planet to share good times together, discuss our vision, celebrate our victories and brainstorm the next crazy challenge.
Profile sought
The ideal candidate: 😍
This is for you if:
* You are fluent in written and verbal English and French — must be able to clearly and professionally communicate with customers and the Smily team. If you know additional languages, be sure to tell us!
* A proven experience in customer success and/or customer onboarding is mandatory
* Knowledge of the vacation rental, travel or tourism industries; desire to improve the vacation rental industry
* Experience with Vacation Rental Software or OTA’s is a plus
* An interest in the world of coaching or pedagogy would be a big plus
* Ability to work autonomously and independently from home with minimal direction and as part of a team within the different time zones
* Generally digitally-savvy: comfortable with Zoom (chat, audio, screen sharing), emails, Slack, Hubspot
* High attention to detail with a personalized touch, ability to analyze customers needs and offer tailored solutions according to their business
* You are creative and resourceful in your ability to find solutions
* You are organized and rigorous: you are able to manage several projects in parallel and prioritize, you are excellent at execution, are result-oriented, and pay attention to details
* Flexible on working hours and schedules
* Must handle confidential information in a professional manner
* Willing to work in a company aiming to help bigger causes—humanitarian, social and ecological projects
* Taste for adventure, entrepreneurship, curiosity, and strong motivation for this kind of activity
Languages:
* French: fluent
* English: fluent, all your work must be possible in English too. All our internal communication is done in English!
But this may not be for you...
As you can see, we don't want people who are just looking for a "job”. We are inspired by a culture of performance and ambition.
We want to do what very few companies have the courage to do, we want to create the exceptional and impact the maximum number of lives.
For this reason, some people imagine that they will work in an easy environment without any pressure.
But we have a very startup-oriented culture where everything is fast-paced and there is a lot of change. Where you are not always told exactly what to do or how to do it.
We tell each other things, even if they are uncomfortable, we prefer growth to ego comfort; we like to share clear and honest feedback. In our company, expressing disagreement and knowing how to argue is valued!
We encourage critical and strategic thinking. We question our assumptions, we're mindful of our biases, and we seek to put our energy where the leverage is greatest.
Do you experience criticism as a personal attack? Are you ready to receive regular feedback to allow yourself to progress? To take it well? To give it to others? Or even to give it to yourself?
We realize that this is not for everyone.
If all this resonates with you, then we'll love working with you (and you with us, you'll be pampered!), come write the next chapter with us.
Interview process
How to apply?
❌ Any copied and pasted, non-personalized applications will go straight into the trash.
⚠️ To get to the end of the recruitment process, each candidate might set up calls with their previous managers. If you're not comfortable with this idea: don't apply ⚠️
Simply fill out a short questionnaire by clicking on "Apply for this position". We will ask you to attach your C.V. (we will not consider incomplete applications)
Because we don’t want for you or for us to realize in 3 or 6 months that this job is not for you: we want to do everything we can to avoid that sort of situation, which is always uncomfortable. For you and for us!
The recruitment process is as follows:
* Pre-selection based on resume
* We will ask for a short (2 min max.) video presentation
* 📞🌟A 60 min interview by Zoom or phone to further understand your background and check in depth alignment with our values and culture
* 📞 👥A 60 min TEAM interview with your future team to ensure the desire to work together on a daily basis
* 👪 Welcome home!
