New Client Experience Specialist

Ready to find your perfect job fit?
Welcome to HomeBuddy, where making a home awesome is like seeing a vision come to life! We are on a mission to create a friendly and trusted platform to connect homeowners with the right contractors across the US. 

What started as a small idea has become a fast-growing home improvement platform focusing on lead quality and long-term partnerships based on trust and mutual success. We are a product-first company with a long-term outlook - our platform consistently and positively evolves based on data insights and the most up-to-date tools.

This job is for you if

• You would like to work in a positive atmosphere where teamwork and trust in your colleagues are primary values. 
• You succeed in an environment that values initiative and sharing feedback and where your suggestions and efforts are recognized and appreciated.
• You are used to taking responsibility for solving difficult tasks and are directly involved in how your efforts impact the final result.
• The role involves a mix of strategy, communication, and problem-solving, keeping your work varied and engaging.

This role is full-time and offers home working flexibility anywhere in Canada. 

Your future tasks will include: 

• Serve as the primary point of contact for new clients, guiding them through the onboarding process and ensuring a seamless transition from sales to account management by providing a white-glove experience to prevent early confusion.
• Educate, train, and guide new clients so they feel confident and knowledgeable about the process.
• Be comfortable presenting to and educating clients on our product capabilities.
• Develop and maintain an onboarding roadmap and plan for each client, outlining key milestones, tasks, and timelines to ensure a smooth and efficient process.
• Continuously evaluate and improve the onboarding process, identifying opportunities to streamline workflows, enhance client satisfaction, and drive efficiency.

• Act as the primary point of contact for the client during the first 30-60 days to ensure continuity of service and a smooth transition from onboarding to partnership management.
• Implement strategies to prevent early churn through proactive engagement and providing additional support and guidance ("hand-holding") to clients as needed.
• Guide clients through the first major engagement milestones, recording calls and meetings at these key points.
• Set up and collect disposition reports and analyze data on client satisfaction and engagement.
• Manage a constantly changing book of business of new clients, maintaining proactive communication through their first major milestones.
• Collaborate with Sales and Account Management teams to ensure campaigns are set up properly, expectations are clear, and a smooth handoff is made with all the groundwork in place.
• Work closely with Sales Reps and Partnerships Managers to ensure continuity of service and effective handover at the 60-day mark.
• Utilize various tools and software, including CRM tools, to manage records, documents, and data related to client onboarding, ensuring efficient organization and easy access for relevant teams

You’re going to need this to be successful in this role

• 1-3 years experience in a client-facing role, preferably in client onboarding, account management, or a similar customer-facing role.
• Exceptional communication skills, both written and verbal, with the ability to effectively convey complex concepts.
• Proven ability to take responsibility for solving difficult tasks and be directly involved in how your efforts impact the final result

It’s nice if you also have

• Familiarity with digital marketing and advertising fundamentals
• Experience in the home improvement industry is a plus
• Experience using CRM tools for client management and reporting

Why choose HomeBuddy

• Base Salary range between $50,000 - $55,000 CAD / Year with a quarterly bonus based of KPIs.
• Enjoy the freedom to work from anywhere without being tied to one place - while ensuring you are available to our team during the agreed working hours.
• Achieve a harmonious work-life balance with a flexible schedule tailored to your local needs, along with paid vacation, sick leave, and local holidays.
• Empower yourself with work equipment of your choice partially paid for by HomeBuddy and up-to-date apps and tools to maximize your productivity.
• Feel valued and appreciated with an industry-leading compensation package.
• Get recognized and rewarded for both outstanding individual efforts leading to extraordinary results and our team success. 
• Enhance your well-being with our allowance program covering fitness activities and mental health programs.
• Learn and expand your knowledge by both working on complex tasks and using paid training opportunities, including courses, events, and conferences.

If this sounds like you, we should talk!

By sending us your application you agree that Siren Group AG (known as HomeBuddy) will process your personal data to participate in this recruitment process. If you want to know more about how Siren Group AG processes your personal data please click here.