< Careers

Onboarding and Support Specialist (remote)

United States

Customer

Full Time

NextRequest is growing! We're looking for someone who can help us continue to build a more efficient and transparent public records process. If you are excited about helping others utilize tools to make government information accessible and meaningful, this is the job for you.

The Onboarding Specialist is the main point of contact for new customers and leads onboarding and implementation of our software. You’ll work closely with the customer to understand their current processes and pain points so that you can deliver an exceptional onboarding experience and get them up and running quickly. Onboarding responsibilities include leading kickoff calls, project managing implementation of the software, conducting customized product training sessions, etc. You will work closely with the Customer Success, Sales, and Product teams to expand current resources and processes to improve the customer experience. Support responsibilities include responding to customer inquiries, triaging support issues, and documenting bugs. You will be a leader in understanding and meeting our customers’ needs. Once it is safe to do so again, this role may have a 10% travel component.

What you will do:

Onboarding: 

  • Lead and manage successful implementation of the product 
  • Deliver a successful customer onboarding experience and customer care to increase overall customer satisfaction
  • Ensure customers’ implementation rolls out quickly and smoothly; communicate timelines, roles, and responsibilities to customers and internally
  • Maintain records of customer milestones throughout the onboarding phase in HubSpot and other internal software used to support the customer
  • Demonstrate consistent, high quality training and support for customers while showing knowledge of the product and empathy towards the user experience
  • Respond quickly to all incoming customer inquiries

Support: 

  • As Tier 1 support you’ll be responsible for responding to requesters, customer education questions, and initial support issue troubleshooting and triage
  • Document issues/bugs in tracking system for the Support Engineer to investigate and resolve
  • Answer calls into the Support line when not conducting a training session

You’ll be a good fit if you have:

  • 1-3 years of customer facing experience in an onboarding or support role
  • Experience leading customer trainings online, in-person, or via webinar
  • Great verbal and written communication
  • Strong organizational and time-management skills
  • Empathy for the user experience
  • Strong skills learning new technologies or technical concepts and explaining to others

Extra points if you have:

  • Experience working for local or state governments
  • Worked in a startup or fast-paced environment

Who we are:

NextRequest makes public records requests friendlier for the public and easier for governments. We are motivated by civic transparency and government ingenuity. Our mission is to revolutionize records requests through technology, trust, and community.

Over the past 6 years, our team has built an amazing product that allows governments to be both more transparent and efficient while serving their communities. NextRequest works with nearly 200 customers across the U.S. ranging from the largest cities to small towns, police departments, counties, state agencies, educational institutions, and special districts. The agencies of all types and sizes use NextRequest to accept, coordinate, and fulfill record requests all in one place. The company's public records software works cross-departmentally to streamline requests so that no request goes unanswered. NextRequest protects the flow of the agency's sensitive information with best-in-class security, compliance, and data protection for its customers including mapping to CJIS & HIPAA Security Rule controls and a SOC 2 security audit.

 What we offer you:

  • Mission-driven work that has a tangible positive impact
  • Three weeks of PTO plus federal holidays
  • Health care (medical, dental, and vision) benefits for you and your dependents
  • Health Savings Account (if applicable with health insurance)
  • 401(k)
  • Equity in the company
  • Professional development stipend
  • Ergonomic and home office stipend
  • Flexible work hours (upon mutual agreement) that allow you to schedule around personal commitments
  • Opportunities to socialize with your colleagues that don’t center on alcohol (team-activities, game nights, etc); if a company event is outside of normal work hours, we’ll cover childcare costs
  • A workplace that values communication, mutual respect, and work-life balance
  • Ability to live anywhere in the U.S. This is a fully remote position

We are committed to a workplace that reflects our community. We especially encourage applicants who are underrepresented in the tech industry, including women, people of color, and LGBTQIA candidates.

Compensation: $50,000-$60,000 + commission + equity + benefits


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