Onboarding Project Manager

| Chicago
We're looking for a highly organized go-getter and problem-solver who wants to delight our customers by delivering accurate and quick assistance while maintaining Returnly’s quality onboarding experience. Our Onboarding Project team provides quality-touch onboarding guidance and assistance to customers via email with phone calls. After comprehensive training on Returnly products, this candidate should be excited to play a pivotal role in onboarding and enhancing the operations of our diverse customer base. 

Key Responsibility Areas & Tasks:

  • Manage business and technical setup issues, regarding the automation of returns processing on e-tailing website businesses.
  • Provide enablement support to customers including troubleshooting, investigating, and resolving technical problems that arise during product installation
  • Follow a standard project methodology for each client issue. Key job deliverables include the following: Kicking off the project, driving the completion of projects, tracking activity with client, troubleshooting client setup problems, logging Jira tickets, and writing Knowledge Base articles
  • Shows initiative and strong desire to grow
  • Create and fully document Jira Bug and Enhancement request for Product and Engineering to work from. This includes recreation steps, troubleshooting process, as well as business impact to our merchants
  • Write Knowledgebase articles to answer common questions with regards to on-boarding
  • Record how-to videos to augment Knowledgebase articles
  • Teach them to fish is one of your favorite expressions

Skills, Knowledge & Experience:

  • Bachelor’s degree or comparable experience 
  • Minimum 1 year of experience onboarding new clients in a customer service or software support environment
  • Strong organizational skills and presentation skills required
  • Excellent Written, Verbal and Customer Service Skills.
  • Commitment to an Exceptional Level of Customer Satisfaction
  • Outgoing Personality with the Ability to Perform and Work Well Under Pressure.
  • Strong experience with eCommerce systems, i.e., Shopify / Shopify Plus, Magento, and/or SF Commerce Cloud (Demandware) required
  • SaaS industry experience preferred
  • Ability to read XML, JSON, SQL, and log files; Web development / styling experience preferred
  • Familiarity with tools such as Smartsheet, Jira, Confluence, and G-Suite.
  • Experience with Salesforce.com Service Cloud and Knowledge preferred
  • Ability to drive technical or process improvements, within backend systems, that would positively impact customer integrations.
  • Strong oral & written communication skills, people skills, and presentation skills are critical.
  • Experience working with 3rd party integrators and eCommerce platform providers is a nice-to-have.
  • Experience working in a remote office/location preferred
  • Must exhibit a positive attitude, be able to energize teams, and be willing to listen to various opinions.

What you will learn:

  • Learn the intricacies of Returns processing via Software and the various integration points.
  • Work with Returnly Technology partner solution that affect merchants financial reporting as well as how 3rd Party Logistics Providers work.
  • Emersion into the Returnly Financial Technology component of providing instant refunds and instant exchanges – how monies, flow, etc.
  • Learn about Machine Learning and its impact on Risk Assessment
  •  
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • AngularJSFrameworks
    • FlaskFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • MemcachedDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • InVisionDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • HubSpotCRM
    • IntercomCRM
    • SalesforceCRM
    • IntercomEmail
    • MandrillEmail
    • HubSpotLead Gen

Location

406 N Aberdeen St , Chicago, IL 60642

An Insider's view of Returnly

What’s the vibe like in the office?

The Returnly office vibe is equal parts focused and collaborative. Our open office environment creates for some stimulating conversation and help is always easy to find. Also, our snacks cabinet/fridge is always fully stocked and the team Spotify playlist brings an eclectic mix of personalities together!

Cody

SMB Account Executive

How has your career grown since starting at the company?

I have been promoted two times since starting at Returnly as a Sales Development Representative. As Returnly continues to grow, so does my career. During weekly one on one meetings with my manager we focus on developing new skills that will help me reach my career goals. Returnly is a team first company, but individual growth is a close second.

Tony

Corporate Partner Manager

How do your team's ideas influence the company's direction?

I have always been a believer that the best ideas are found by pulling small nuggets of brilliance out of many different ideas. I try to foster an atmosphere that ensures that every voice is heard through committees to foster change, with the hope that our collective voices will yield nuggets that allow truly great ideas to take flight.

Aaron

Director of Sales

What are Returnly Perks + Benefits

Culture
Eat lunch together
Intracompany committees
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Some Meals Provided
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