Expert Onboarding Manager

About the Opportunity:

The organization partners with leading consumer brands and retailers to engage and support influential experts through its digital platform. The Expert Onboarding Manager oversees day-to-day team operations, improves processes, and ensures a high-quality onboarding experience for new platform experts. This is a full-time remote role with a schedule that includes evenings and weekends, preferably Saturday to Wednesday, 11am-8pm MT.

Responsibilities:

• Lead and coach a team of onboarding coordinators to deliver effective support and onboarding for experts

• Serve as the primary escalation point for complex or sensitive expert inquiries

• Monitor individual and team performance, providing feedback and coaching to drive improvement

• Oversee scheduling, staffing, and workflows to maintain service levels during all operating hours, including weekends

• Ensure timely, accurate responses to experts via email, chat, and phone

• Analyze data and trends in expert inquiries to identify areas for process improvement

• Collaborate with internal teams to share expert feedback, support initiatives, and assist with hiring and training new team members

Requirements:

• Experience with CRM and ticketing tools (Zendesk preferred)

• Proficiency with MS Office or Google Workspace

• Familiarity with digital communication platforms (chat, email, video conferencing)

• 3+ years of customer service or support experience

• At least 1 year in a leadership, team lead, or supervisory role

• Bachelor’s degree in a relevant field or equivalent experience preferred

• Experience supporting users of a digital product, SaaS platform, or eCommerce site

• Strong written and verbal communication skills

• Ability to motivate, coach, and support a remote team

• Strong organizational skills with the ability to manage multiple priorities

• Data-driven mindset; comfortable using metrics to improve performance

• Experience in SaaS, eCommerce, or other digital platforms is a plus

Benefits & Perks:

• Competitive pay with opportunities for bonuses and annual merit increases

• Medical, dental, and vision insurance, with coverage for eligible dependents

• Flexible spending accounts (FSA) and health savings accounts (HSA)

• Life insurance and short- and long-term disability

• Up to 15 weeks paid parental leave for full-time employees

• 401(k) plan with employer match

• Fully remote work within the Continental USA

• Exclusive employee incentive purchase programs

Compensation:

• The approximate compensation range for this role is a base of $55,000 to $65,000 annually. Final compensation will be determined by relevant work experience, skills, certifications, and geographic location.

• Base salary $55,000-$65,000 annually

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.