Onboarding and Support Specialist

About Widewail

Widewail is a Burlington, Vermont based startup solving a key problem for many businesses
-how to efficiently and effectively deliver the very best customer service experience while simultaneously influencing prospective customers to choose their business. By integrating with our client’s business management systems, Widewailinvites our client’s customers to review their recent experience, then monitors and responds to reviews on behalf of the businesses. These responses are expertly crafted to include key content that attracts new customers and improves overall local search rankings.

By further collaborating with our clients, Widewail ensures that responses to negative reviews successfully address the customer’s feedback while encapsulating the client’s voice. Our client base is growing fast and we are looking for additional team members to help us meet our growing demand by expanding our current product offerings and bringing new products to market.

We are searching for an experienced customer service agent with a strong software support background who will be our clients’ primary point of contact for account setup, training, and technical and account support. The ideal candidate has excellent written and verbal communication skills and a customer-first attitude, willing to go the extra mile to ensure our clients have an exceptional experience interacting with Widewail.

Collaboration and teamwork are very important, though this job will mostly require the ability to work independently.

The Onboarding and Support Specialist role puts you in direct contact with Widewail customers via phone, email, and video conference. You will become a resident Widewail expert, serving as a go-to resource for any Widewail functionality or product-related questions both internally and externally.

• Become subject matter expert on Widewail’s services and products, with a deep understanding of full platform capabilities and ability to communicate these to customers
• Guide clients through the implementation process smoothly and efficiently to maintain time-to-first-launch standards
• Own technical execution and client communications for rolling book of active onboarding implementations, balancing speed of launch with meticulous attention to detail
• Develop keen understanding of and ability to capably navigate Widewail’s integration ecosystem
• Make real time prioritization across customers with diverse needs, timelines, and degrees of complexity
• Customize Widewail implementation to fit customer process and preference
• Provide product training to new users so that they are enabled for success with Widewail
• Hone deep understanding of the automotive industry and dealership end customer journey
• Cultivate strong cross-functional relationships across Sales, Strategic Account Management, Engineering, and Product to drive world-class customer experiences and minimize time-to-value

• Identifying and troubleshooting product performance and system-integration issues
• Triaging issues in concert with Engineering while providing front line technical support
• Handling inbound support requests, such as password resets and permission adjustments
• Provide best practice recommendations to clients

• Four year degree preferred, but not required
• 1-4 years experience in a customer-facing support or service role
• Care deeply about delivering high-quality, consistent customer experiences
• Take ownership of outcomes and follow through
• Excellent written and verbal communication skills
• Client-facing phone and email-based support experience
• Understanding of online reputation and social media management
• Comfort navigating ambiguity in an evolving technical environment and ability to adapt quickly to process changes
• Must have strong organizational skills and attention to detail
• Demonstrated ability to work independently and manage deadlines

• Medical, Dental, Vision, HSA, FSA, DCA
• Company funded Lifestyle Spending Account
• Employer match 401K
• Paid Parental Leave
• Sick Time Off
• Paid Time Off & Paid Holidays
• Salary Range: $50-55k

This position involves a combination of standing and sitting at a desk. The work environment may include moderate noise levels at times due to normal office or operational activities.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, protected veteran status, or any other characteristic protected by applicable law.