Onboarding and Customer Success Specialist

OVERVIEW
The Onboarding and Customer Success Specialists are key contributors to the success of
the Mercury HQ product. This role is responsible for being an active participant in a
comprehensive onboarding process for new Member Florists, ensuring a seamless and
engaging experience as they join the Mercury Network. The specialist will deliver top-tier
customer service during new member turn-ups and participate in efforts to continuously
improve the onboarding and technology training approach. Collaboration with Mercury HQ
development teams is an essential component of this role.
KEY RESPONSIBILITIES
• Care deeply about the customer and demonstrate an affinity to actively contribute
and grow the discipline, not just maintain the status quo.
• Deliver exceptional customer service.
• Collaborate closely with Mercury HQ development teams to provide feedback and
participate in product improvement cycles.
• Conduct remote training sessions and provide ongoing support for Mercury HQ
users as part of the onboarding process.
• Manage inbound and outbound communications related to onboarding, training,
and support.
• Continuously assess and enhance onboarding materials and training content in
collaboration with the broader team.
• Perform other duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES
• High school diploma or equivalent required; Bachelor’s degree preferred.
• 2+ years of experience in customer-facing roles, ideally in software implementation,
support or training.
• Familiarity with business process automation and user training.
• Basic understanding of networking, and telephony.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and documentation abilities.
• Highly organized, detail-oriented, and proactive.
• Ability to work independently in a dynamic, virtual environment.
• Strong proactive mindset.
• Commitment to follow issues through to full resolution.
• Aptitude and eagerness to learn.
• Proficiency in MS Office Suite (including MS Teams).
We are an equal opportunity employer and value diversity at our company. We do not
discriminate on the basis of race, color, religion, national origin, gender, sexual orientation,
age, marital status, veteran status, disability status, or any other characteristic protected
by applicable laws, regulations and ordinances