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User Onboarding Strategist

Our Customer Success team have a superpower—they can see into the future.

In the early days of Customer Service, we’d receive support requests and respond to them. Customer happy, job done.

Or was it? What if we could anticipate the issues customers would face before they faced them? What if we could eliminate guesswork and start to pre-empt, educate, and inspire? What if, rather than impose onboarding onto customers, customers informed us?

That’s the switch up from Customer Service to Customer Success. Same abbreviation, a world of difference.

Angela, our Customer Experience Manager, lays out the ultimate goal:

“To solve customers’ problems before they open a ticket. The customer experience pillar thrives on this proactive role in the CS team. For customers, that might translate to a couple of days experimenting with our platform, then they’re away!”

Do you care deeply about the customer experience? Do you have experience with customer onboarding, 1-to-many strategies, and SaaS products? Can you communicate clearly, think on your feet, and make people feel special?

We’re looking for an experienced Onboarding Strategist to join our Customer Success team in beautiful Barcelona.

The Role

As Onboarding Specialist—you will join our Customer Experience pillar in the Customer Success team. Your job is to ensure that new customers get maximum value from Typeform within the first 30 days. You’ll get to know the platform inside-out, enabling you to support customers in their quest for success.  

You will:

  • Feel the pain! Customer pain points, to be precise. You’ll identify and knock down barriers customers face when they start using Typeform.
  • Analyse user activity at the top of the funnel (activation and conversion).
  • Collaborate with the Data and CS Operations teams to shape key activation and conversation metrics.
  • Understand user personas and promote inspiring use cases.
  • Strategize and manage the customer onboarding journey.
  • Work with other teams—Marketing, Product, Design, Engineering—to make customers’ lives better.  

You

So what kind of person are we looking for? Who better to ask than Angela:

“We need someone who loves making the user’s life easier. We need someone who’s not afraid to ask questions, to dig into the data, and recommend improvements when necessary.”

What else?

  • You’ve got experience in a similar role for a SaaS business.
  • You get a kick out of seeing customers succeed.
  • You come up with creative solutions to overcome pesky problems.
  • You’re ultra-organized and you’re all about the fine details.
  • You’re analytical and have in-depth knowledge of Amplitude and other analytical tools.
  • You know how to perform user research and generate insights teams can act upon.
  • You’re a fantastic communicator.
  • You think of solutions others may not have considered.
  • You’ve got a sixth sense for SaaS metrics.
  • You’ve read all of this without using Google Translate (fluent in English).

Experience, passion, creativity. But also fun. You should like having fun.

The CS team are renowned for their quarterly quiz nights. Here’s Angela to explain more:

We love hanging out as team, and we wanted an activity that was inclusive even for the remote employees—you can’t remotely join a laser tag session! We were able to integrate them with pub quizzes in our large Agora space.”

What happens if the remote team wins the quiz? They air-mail the prize over. Now that’s a tight team.  

If you tick all the boxes, click apply now.  

Still browsing?

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Why work at Typeform?

Good question. Here’s a few reasons...
  • Great culture

    Humble. Creative. Friendly. Talented. These are the people we hire and this is how our working culture is shaped.

  • Over 30 nationalities

    Typeform is a melting pot of nationalities. Every day we learn something new about somewhere new.

  • Make yourself at home

    Quiet spaces. Social spaces. Outdoor spaces. Our office is designed for you—we’ll even buy you slippers to walk around in.

  • Flexible working hours

    Some of us are morning people, some of us are night owls. We focus on results, not what time you arrive.

  • Half-day Fridays

    Whether you head to the barception for a drink or do your own thing, you can put down tools early on Fridays.

  • ¿Me entiendes?

    Moving to a new country can be scary. With our free Spanish & English lessons, you’ll feel at home in no time.

  • 24 days of holiday

    Actually, it’s 23, but we throw in your birthday too :) There’s plenty to explore in and out of Barcelona—enjoy!

  • Private health insurance

    As well as happy, we want you to be healthy. That’s why you get the best medical care with our health insurance.

  • Top-notch equipment

    Whatever your preferred technology, we believe you should have the best to help you be as productive as possible.

  • Fuel for thought

    Enjoy a healthy balanced lunch, and grab fresh fruit, juices, and coffee whenever you want. Oh, and our reception’s a bar—with beer.

  • Discounted gym access

    Like to exercise your muscles as much as your brain? Access 100s of gyms around Barcelona for next to nothing.

  • Keep on learning

    With our resource library and a learning & development structure, you’ll have everything you need to help you grow.

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