Onboarding Specialist (German & English) at Wordly

Wordly is seeking an Onboarding Specialist who speaks both German and English to help drive customer loyalty by setting clients up for success through the implementation of Wordly solutions.

Reporting to the Director, Client Success & Support, you will foster strong client relationships by providing exceptional customer service, acting as the primary point of contact for clients during their initial moments with Wordly, addressing inquiries, resolving issues, and coordinating with internal teams to deliver solutions that meet and exceed client expectations. Success in this role means maintaining a great relationship with customers while ensuring they are satisfied with the solution and using it to achieve their goals.

Why Join Wordly?

• An energetic and dynamic startup growing rapidly in a hot market.
• Passionate about innovating and solving complex problems affecting thousands of users and organizations worldwide.
• Deep commitment to system performance and happy customers.
• Team of industry veterans and senior tech professionals who prioritize performance and ease of use.
• Remote work culture with a strong emphasis on work-life balance.

Who You Are:

• Natural storytelling abilities with a focus on clear and concise communication.
• Ability to explain technical concepts to non-technical audiences.
• Passion for languages and accessibility.
• Strong interest in events and event technology.
• Keen awareness of coaching trends and ability to represent customer voice to inform product and marketing teams.
• Strong English skills (written and verbal) are critical, as English is the primary language for internal communication and customer interactions. German proficiency is required for delivering training.
• Remote work eligibility with preference for candidates in the UK.
• High level of enthusiasm, curiosity, initiative, commitment, and professionalism.
• Strong work ethic and ability to thrive in a fast-paced environment.
• Experience presenting to groups of customers virtually.
• Some experience in customer service, onboarding, software integration, or equivalent roles.
• Familiarity with a CRM system.

What You’ll Be Doing:

Onboarding new clients involves:

• Serving as the customer’s main point of contact during initial onboarding, understanding their business and technical needs.
• Owning the onboarding process, collaborating with clients and internal teams to ensure a successful client onboarding timeline.
• Leading onboarding kick-offs, training workshops, escalation calls, and ad-hoc meetings as required.
• Training customers in platform usage through coaching sessions, video, and email.
• Providing technical and consultative support to customers.
• Guiding customers on best practices for using Wordly.
• Assisting the Customer Success Team with workflows and data for accurate tracking and reporting.
• Acting as an advocate for customers, offering in-depth understanding of their experience and product needs.
• Developing, improving, and innovating the onboarding playbook.

Additional responsibilities include:

• Answering emails and chats for customers.
• Investigating and troubleshooting customer situations.
• Answering the 24/7 emergency line on a rotating basis.

Wordly is growing rapidly, and applicants may be retained and evaluated for additional open positions.