Support Coach

About Onboard:

• Onboard is based in Salt Lake City, Utah, United States and provides customer service and support to residents of Onboard managed apartment complexes and homes. Our customers are residents who are moving into apartments and setting up their internet and video service. We offer assistance with billing, basic setup, general inquiries, and common help topics.

Overview:

• The Support Coach plays a pivotal role in guiding new hires through their transition from training to full operational proficiency. This position is responsible for nurturing talent, ensuring adherence to performance standards, and fostering a culture of continuous learning and development within the organization.

Availability & Schedule

• Work shifts available seven days a week, between 6:00 AM to 9:00 PM US Mountain time 

Core Objectives:

• The Support Coach will be responsible for guiding new employees through their onboarding process, providing training and resources to ensure they understand their roles and responsibilities, addressing their questions and concerns, and offering feedback to enhance their performance.
• Facilitate a seamless transition for new hires from training to production roles by providing ongoing guidance, training, and support.
• Maintain high-quality assurance standards through continuous feedback and performance evaluations.
• Collaborate with cross-functional teams to identify training opportunities and facilitate upskilling initiatives.
• Serve as a mentor to new employees, addressing inquiries and providing clarity on company policies, procedures, and best practices.
• Conduct regular call evaluations, offering actionable feedback to enhance confidence and overall performance.

Day-to-Day Responsibilities:

• Mentor new hires for a minimum of two weeks, providing guidance and support during their integration into the team.
• Conduct regular call evaluations, offering constructive feedback to improve confidence and performance
• Assist Operational teams by addressing training needs and supporting cross-functional department training sessions, including pilots and upcoming initiatives.
• Monitor new hires’ progress and ensure that their shift to production is smooth and effective, serving as a resource for questions and clarifications as necessary.

Minimum Requirements:

• Professional written and verbal English communication skills
• Clear pronunciation and strong listening comprehension
• Ability to explain technical concepts in simple terms

Preferred Qualifications:

• Native or near-native English fluency

General Qualifications:

• High school diploma or equivalent required
• Role-based qualifications
• Must be legally authorized to work in the US or Philippines as necessary based on hiring location