Manager, Onboarding at Housecall

Why Housecall Pro? Help us build solutions that build better lives. At Housecall Pro, we show up to work every day to make a difference for real people: the home service professionals that support America’s 100 million homes. We’re all about the Pro, and dedicate our days to helping them streamline operations, scale their businesses, and—ultimately—save time so they can be with their families and live well. While our headquarters are based in Denver, Colorado, our team spans the globe, with teammates across Brazil, Poland, the Philippines, Mexico, and beyond. We care deeply about our customers and foster a culture where our company, people and Pros grow and succeed together—no matter where they’re based. Leadership is as focused on growing team members’ careers as they expect their teams to be on creating solutions for Pros. We also offer: • A generous benefits program that supports the whole you with medical, dental, vision, life, disability, and 401(k) • Paid holidays and flexible, take-it-as-you-need-it paid time off • Equity in a rapidly growing startup backed by top-tier VCs • Monthly tech reimbursements • A culture built on innovation that values big ideas, no matter where they come from • Equity in a rapidly growing startup backed by top-tier VCs The Role: As a Manager, Onboarding, you are responsible for leading a team of Onboarding Specialists, ensuring they deliver an exceptional onboarding experience to our service professionals (Pros). You work closely with the Senior Manager and Director to ensure that your team is equipped to help new customers successfully integrate into our platform and get the most value from our services from day one. You are passionate about our mission to serve our Pros and are dedicated to ensuring they have a seamless onboarding experience. Your role involves coaching your team to success, providing support on escalations, and acting as their primary resource. Success in this role requires developing a high-performing team and ensuring your team delivers a best-in-class onboarding experience. Our team is passionate, empathetic, hard-working, and above all else focused on improving the lives of our Pros. Our success is their success. What you do each day: • Drive key metrics for the Onboarding team, including but not limited to: Onboarding Completion Rate, Time to Value, Customer Satisfaction Score, and Retention Rate • Manage team schedules and daily attendance to ensure adequate staffing to meet the needs of our Pros during the critical onboarding phase • Conduct weekly performance reviews to identify areas of opportunity and support the growth of your team • Ensure proper escalation processes are followed and take action when necessary to resolve issues promptly • Oversee timecards, ensuring timely submission and accurate data management • Manage monthly performance metrics and bonuses for the Onboarding team • Track all key metrics with accuracy, regularly reporting to management and providing feedback to your team • Document all one-on-one meetings, performance discussions, and coaching sessions to ensure continuous development Qualifications: • Bachelor's degree or equivalent experience required • 1+ years of experience in Customer support or related field • Proven track record of meeting and exceeding performance metrics consistently • Management experience is a plus • Experience using AI tools to increase quality and efficiency of work What will help you succeed in this role: • Strong organizational and leadership skills, with the ability to manage multiple priorities in a fast-paced environment • Excellent communication and interpersonal skills, with a focus on team development and customer satisfaction • Ability to motivate and inspire your team to deliver exceptional service • Proactive problem-solving skills with a focus on improving processes and outcomes Location Dependent Information This role is open to candidates and the expected salary range for this role is $70,000-$82,500. The specific salary for the successful candidate will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is also eligible to participate in Housecall Pro’s equity plan and the following benefits: health care insurance (medical, dental, vision, disability), employee assistance program, 401(K), flexible time off, paid parental leave, tech reimbursement, and other company benefits. Housecall Pro is growing fast and we’re scaling our team to help enable and accelerate our growth. Privacy Notice for California Job Candidates - Housecall Pro Founded in 2013, Housecall Pro helps home service professionals (Pros) streamline every aspect of their business. With easy-to-use tools for scheduling, dispatching, payments, and more, Housecall Pro enables Pros to save time, grow profitably, and provide best-in-class service. Housecall Pro’s brand portfolio includes Business Coaching by Housecall Pro, a business coaching solution for home services businesses. Our brands are united by a singular mission to champion our Pros to success. We support more than 50,000 businesses and have over 2,000 ambitious, mission-driven, genuinely fun-loving teammates across the globe. If you want to do work that impacts real people, supported by a team that will invest in you every step of the way, we’d love to hear from you. Housecall Pro celebrates diversity and we are committed to creating an inclusive environment. We are an equal opportunity employer and do not discriminate on the basis of gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. #LI-Remote