Onboarding and Support Specialist

💪🏽 What You’ll Do:

1. Employer Onboarding:

• Manage the end-to-end onboarding process for new employer accounts, ensuring a seamless account setup and launch experience.
• Execute the Onboarding Checklist, review employer documents, and resolve policy questions and/or conflicts. 
• Educate employers on using Cocoon’s platform, navigating resources, and understanding leave policies.
• Maintain clear communication with employers, ensuring timely responses (<24-hour SLA) and documenting all interactions in Hubspot.
• Successfully transfer accounts to Customer Success Managers (CSMs) post-launch while ensuring any open items are resolved.

1. Support Specialist:

• Assist in Tier 1 support by answering common and easy-to-resolve questions with self-serve solutions.
• Escalate complex Tier 2 tickets requiring specialized knowledge to the appropriate teams.
• Provide video and phone support to employers and users, ensuring a positive and empathetic customer experience.
• Meet standardized Service Level Agreements (SLAs) while managing escalations with care and efficiency.

1. Process Improvement & Resource Creation:

• Develop and ship new resources or process improvements monthly, such as updated onboarding documents, guides, or walkthroughs.
• Identify areas of improvement in onboarding and support processes, sharing feedback and insights with the team.
• Build scalable playbooks and workflows to streamline operations and enhance the customer experience.

1. Continuous Learning and Contribution:

• Successfully complete the Disability Management Employer Coalition's (DMEC) certification to become a Certified Leave Management Specialist (CLMS) within the first 3 months, sponsored by Cocoon.
• Provide feedback to the Product Team to enhance Cocoon’s functionality and user experience.
• Actively participate in team meetings, sharing learnings and contributing to a culture of continuous improvement.

⚡️ You’d Be a Great Fit If You Are:

• A superb communicator: You speak & write clearly, concisely, and with empathy. You are able to adapt your communication in a variety of situations and with a wide range of customer personas.
• A creative problem solver: You think creatively about how to tackle first of kind problems our customers encounter - and proactively bring ideas to our product & eng teams.
• Exceptionally detail oriented: You are able to break down what's required for a customer to go-live and seamlessly bring our customers along for the ride. You have a firm grasp on a wide range of important details in a customer's onboarding, and can project manage a complex launch to completion with rave reviews.
• Insight-driven: You thrive on gathering and sharing insights to drive actionable improvements.
• Relationship-oriented and adaptable: You build trust by approaching challenges thoughtfully and can comfortably navigate both technical concepts and legal frameworks.
• A builder: You’re passionate about creating playbooks, processes, and resources with an eye for scalability.
• Dedicated to resolution: You take ownership of tasks, aiming for comprehensive and timely resolutions.

🎁 Some benefits you can expect as a part of the Cocoon team:

• Competitive salary and equity
• Medical, dental, and vision insurance coverage
• Unlimited vacation and sick time
• Professional development budget
• Office setup and wellness stipends
• 14 weeks of paid parental leave
• 4 weeks of each paid medical and caregiver leave
• 4 weeks of flexible, paid compassionate leave
• Flexible work schedule

The salary for this role is $75,000.

At Cocoon, we believe that diversity, equity, inclusion, and belonging (DEIB) serve as the foundation for a successful team, product, and community. We’re committed to building a company where everyone can bring their authentic selves to work and be set up for success. Creating a diverse, equitable, and inclusive workforce requires ongoing effort and attention. We are committed to cultivating space for feedback and expanding our understanding of DEIB as our community grows.

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on February 1, 2024.

Please see the independent bias audit report covering our use of Covey here.