Offer summary

Qualifications:

Superb communication skills in writing and speaking., Detail-oriented with project management experience., Creative problem-solver with a focus on customer issues., Familiarity with onboarding processes and resources..

Key responsabilities:

Manage the onboarding process for new employer accounts.

Provide Tier 1 support and assist employers with queries.

Develop resources and process improvements monthly.

Maintain clear communication and documentation with employers.

Job description

🚀 Build the future of employee leave

We're tackling the complex world of employee leave. Today, it's fascinating and baffling how complicated the process is: going on leave (be it parental, medical, bereavement, or for any other reason) means talking to reps and wading through a mountain of government and insurance claims just to get your time off and income in moments when you're the most stressed and busy. We talked to hundreds of employees and employers who had nightmare stories to tell, and wondered to ourselves why nobody had solved this yet.

Our mission is to take the work out of leave — removing all of the friction that exists today for both employees and employers — and be the #1 advocate for folks going through the process. It's a really exciting space, and we're moving incredibly fast on both product and user momentum.

Excited about taking the most frustrating insurance, banking, and finance processes out there and making them surprisingly delightful? We'd love to work with you.

💪🏽 What You’ll Do:

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.

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.

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.

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.

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