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New Customer Onboarding Operations Specialist

Pilot

Pilot

Customer Service, Operations
Nashville, TN, USA
Posted on Tuesday, June 11, 2024

The Role

Onboarding Specialists are the first people new Pilot customers interact with, so it's on us to make a great first impression (conveying efficiency, expertise, and being worthy of our customers trust!) while collecting sensitive financial data so that we can set up customers in our automated bookkeeping systems.
This role is onsite and in person in the Nashville office.

Key Responsibilities

  • Collaborate with customers to secure access to their financial institutions during their onboarding period and beyond
  • Analyze our current onboarding processes to identify areas for automation and an improved customer experience
  • Delight customers with expert guidance and support during our onboarding process
  • Define, document, and debug how we interact with new financial institutions
  • Define and evolve our onboarding processes as we take on customers with new needs in new verticals
  • Partner with other Operations team members, Sales, and Marketing to advocate for customer needs

About You

  • 2+ years of experience in an implementation, onboarding, or relevant role
  • Excellent communication (verbal and written) and relationship-building skills
  • Excellent attention to detail
  • A passion for customer onboarding or customer success and enjoy working directly with customers and going the extra mile
  • Systems thinker with the ability to independently carry out rigorous problem solving
  • Ability to juggle multiple projects without losing focus on timelines, progress, communication
  • Experience and comfort with issue management and driving resolutions
No accounting experience is required.
This is a unique opportunity to be an integral part of the product development process at a tech startup without needing a background in engineering, product, or design.

About Pilot

Pilot launched in 2017 to bring the back office into the modern era. Pilot provides small businesses with dedicated finance experts - which Pilot hires as full-time, U.S.-based employees - who learn the ins-and-outs of their business. Pilot integrates directly with the billing, banking, expense, and payroll systems customers already use. With a special blend of custom software and expert bookkeepers, Pilot delivers accurate, consistent bookkeeping and financial management and tax services that give entrepreneurs the freedom to focus on their business.

Pilot has over 1,000 customers and has raised over $170 million in financing from Sequoia, Index Ventures, Stripe, Bezos Expeditions, and Whale Rock. Our investors also include a long list of world-class entrepreneurs, including Patrick and John Collison, Drew Houston, and Diane Greene. Our most recent funding round doubled our valuation to $1.2 billion – Meet Fintech’s Newest Unicorn.

Why Pilot?

  • We invest in our employees’ development and happiness because our employees are the keys to our success and ensuring happy customers
  • The opportunity to join a seasoned founding team that has led companies through two prior successful startups and acquisitions (by Oracle and Dropbox).
  • Flexible vacation/time-off policy
  • All federal holidays are observed
  • 100% coverage of employee only (individual) benefits
  • Parental leave for birthing or non-birthing parents – 100% pay for 12 weeks
  • 401(k) plan

The base pay range target for the role seniority described in this job description is $57,000 - $77,000 in Nashville, TN. Final offer amounts depend on multiple factors such as candidate experience and expertise, geographic location, total compensation, and market data. In addition to cash pay, full-time regular positions are eligible for equity, 401(k), health benefits, and other benefits; some of these benefits may be available for part-time or temporary positions.

Pilot commits to provide a work environment free of discrimination and harassment, as well as equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. You may view all of Pilot’s recruiting notices here, including our EEO policy, recruitment agency policy, recruitment scam notice, and important E-Verify information.