Onboarding Specialist (Remote)

About ezCater

ezCater is the #1 food tech platform for workplaces in the US. The company makes it easy for any organization to manage its food needs and order from over 125,000 restaurants nationwide. For workplaces, ezCater provides flexible and scalable solutions for everything from employee meal programs to one-off meetings, all backed by beyond helpful 24/7 service and business-grade reliability. For restaurant partners, ezCater helps grow their business by bringing them new high-value customers and large orders. Our 125k+ restaurants partners all began their journey at ezCater with a first impression, and our Onboarding Specialists make up the team responsible for creating that first impression today. When restaurants seek to join our platform, our Onboarding Specialists evaluate them and bring their account parameters to life using a mixture of technology, transcription, and human connection. Each restaurant partner’s individual account setup requires an incredible amount of detail, quality, and consistency in order to enable the restaurant to go live and fulfill orders successfully. And what does the actual onboarding process look like? Our Onboarding team is responsible for upholding our onboarding requirements and qualifying the inbound restaurants that are interested in joining our platform. From there, they process the restaurant addition through our Guided Onboarding tool and direct phone & email communication with the restaurant. The Onboarding team is also responsible for building out the restaurant’s profile in our homegrown system, reviewing the work of our account automation tools, communicating cross-functionally with relevant stakeholders, and working within project management frameworks for larger restaurant onboarding rollouts. When all is said and done, our Onboarding Specialists are the ultimate experts in the account setup of our restaurant partners, from the smallest mom & pop indies to the largest enterprise chains. In this role you will learn the ins & outs of our system and help us make it better.

What You'll Do

• Synthesize Information: You’ll work to onboard new and existing catering partners using our partner-facing Guided Onboarding tool as well as other automation tooling to translate data points into Freedom to create stores.
• Prioritize: You’ll juggle multiple work streams along with competing stakeholder priorities and SLAs.
• Uphold: We have onboarding requirements that are proven to set our partners up for success. We’ll need you to be well versed and comfortable with explaining “the why” behind the requirements and upholding them, both internally and externally.
• Communicate: You’ll work with restaurant partners directly; from those who want to expand their footprint on our Marketplace to new partners who are eager to join. You’ll need to go beyond helpful to make every catering partner’s experience easy and efficient.
• Collaborate: Solution-oriented feedback is our bread and butter. We’ll need your help in improving our process and tools.
• Make an Impact: You’ll make an immediate impact on our company goals and will be an essential part of the success of thousands of restaurant partners.
• Identify, test, and support the implementation of process improvements in our team tools.
• Get Scrappy: You’ll be at the forefront of the testing & implementation of new processes and we’ll need you to be nimble, solution-oriented, and vocal with feedback.

What You Have

• Devoted to details: There are many moving pieces and you’ll need to keep track of them all.
• A confident communicator: You’ll need to be comfortable explaining our processes, standards, and timelines to our restaurant partners and prospects.
• A big-picture thinker: Our team innovates as a group, and we’ll expect you to meet us two steps ahead.
• Hungry for change: If something isn’t working, we fix it. And then we fix it again.
• A circus-level juggler: You’re comfortable with a high-volume list of varied tasks and prioritizing them feels like second nature to you.
• Tech-knowledgeable: You have experience with technical services and platforms (Hubspot is a plus).
• Adaptable & Inquisitive: You’re a natural problem solver - constant change is your fuel and you thrive in ambiguous situations.
• Driven towards excellence: We’ll expect you to consistently meet or exceed expectations on delegated performance objectives.
• A team player: You’ll work with teams across our department and will need to build relationships with internal stakeholders to ensure success for all parties.
• Ability to travel up to 5 days per quarter for Together Weeks, team gatherings and other events, when applicable.

Compensation

The national total target cash compensation range for this position, including base salary and bonus target, is $50,872 - $60,848 annually.* *Please note: Final offer amounts are determined by multiple factors, including prior experience, expertise and region & may vary from the amount above. This range does not represent additional compensation benefits (such as equity, 401K or medical, dental or vision insurance). ezCater does not sponsor applicants for work visas or legal permanent residence.

What You’ll Get From Us

You’ll get a terrifically compelling experience in an innovative, high performing environment. You’ll get to work with engaged and passionate colleagues on challenging and impactful projects. You will have opportunities to grow in your career, and work in a place that values work/life harmony. Oh, and you’ll get all this: Market competitive salary, stock options that you’ll help make worth a lot, 12 paid holidays, flexible PTO, 401K with ezCater match, health/dental/FSA, long-term disability insurance, mental health and family planning resources, remote-hybrid work from our awesome Boston office OR your home OR a mixture of both home and office, a tremendous amount of responsibility and autonomy, wicked awesome co-workers, employee meal program (and many more goodies) when you’re in our office, and knowing that you helped transform the food for work space. ezCater is an equal opportunity employer. We embrace humans of every background, appearance, race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, and disability status. At the same time, we do not employ jerks, even brilliant ones. Following a conditional offer of employment, ezCater may require a background check. For information on how ezCater collects and uses job applicants' personal information, please visit our Job Applicant Privacy Policy. #BI-Remote

Key skills/competency

• Detail-oriented Onboarding Specialist
• Restaurant partner relationship management
• Process improvement and documentation
• Cross-functional collaboration
• Customer communication and support
• Technical platform utilization (e.g., Hubspot)
• Problem-solving in ambiguous environments
• Task prioritization and time management
• Performance objective achievement
• Teamwork and stakeholder engagement