Expert Onboarding Manager - Night/Weekend Shift

Description

Expert Onboarding Manager - Night/Weekend Shift

Location - Remote (US)

About Expertvoice

We work with hundreds of the world’s most respected consumer brands – companies like Garmin, Carhartt, Ariat, TaylorMade, Brooks, and more, as well as retailers like REI and Dick’s Sporting Goods – to engage influential everyday experts, and to build, track and reward their helpful expertise.

At ExpertVoice, we are proud to have cultivated a community of individuals who embody our core values. ExpertVoice employees are authentic, driven, bold and give a damn. We believe that our people are the heart and soul of our organization and their commitment to these values are what drives our success. When you join ExpertVoice, you become part of a team that is united by a shared passion for excellence and a desire to make an impact.

Summary

Reporting to the VP of Ecommerce, the Expert Onboarding Manager will be responsible for managing day-to-day team operations, driving process improvements, and partnering cross-functionally to represent the voice of the expert.

The Onboarding team is responsible for welcoming and guiding experts as they join and engage with the ExpertVoice platform. This role ensures a high volume of expert applications are processed on time and accurately, and delivers high-quality support across all channels, resulting in a best-in-class onboarding experience and ongoing engagement.

This position is a full-time remote role, Schedule will include evenings and weekends; Preferred schedule is Saturday - Wednesday, 11am-8pm MT, Off: Thursday - Friday; MST time zone preferred.

Key Responsibilities

• Lead and coach a team of Expert Onboarding Coordinators to deliver exceptional support and onboarding experiences for experts.
• Serve as the primary point of escalation for complex or sensitive expert inquiries, resolving issues with professionalism and urgency.
• Monitor individual and team performance; provide regular feedback, coaching, and development to improve quality, efficiency, and consistency.
• Oversee scheduling, staffing, and workflows to ensure coverage across operating hours (including weekends) and maintain service-level expectations.
• Ensure timely, accurate responses to experts via email, chat, and phone, with a focus on education, clarity, and a positive experience.
• Analyze data and trends in expert inquiries to identify pain points, process gaps, and opportunities to improve tools, policies, and workflows.
• Collaborate with Product, Marketing, Brand, and other internal teams to share expert feedback, support key initiatives, and assist with hiring, onboarding, and training new team members.
  
  
  

Qualifications

Systems

• CRM and ticketing tools (Zendesk preferred).
• MS Office or Google Workspace.
• Digital communication platforms (chat, email, video conferencing tools).
  
  
  

Years Of Experience / Education

• 3+ years of customer service or customer support experience.
• At least 1 year in a leadership, team lead, or supervisory role (formal or informal). Bachelor’s degree in a relevant field or equivalent experience preferred.
  
  
  

Preferred Skills & Experience

• Experience supporting users of a digital product, SaaS platform, eCommerce site, or other technology-driven environment.
• Strong written and verbal communication skills, with the ability to simplify complex information and communicate clearly with diverse audiences. Demonstrated ability to motivate, coach, and support a remote team while fostering accountability and collaboration.
• Excellent organizational skills with proven ability to manage multiple priorities, deadlines, and shifting demands in a fast-paced environment. Data-driven mindset; comfortable using reports and metrics to inform decisions, optimize team performance, and improve processes.
• Experience in SaaS, eCommerce, or other digital platforms is a plus.
  
  
  

The Benefits Of Being On The ExpertVoice Team

• Compensation: Enjoy competitive pay, plus the chance to earn bonuses through our Company performance plan and annual merit increases.
• Comprehensive Benefits Package: We offer medical, dental, and vision insurance for employees, with coverage extended to eligible dependents. Additionally, our benefits include flexible spending accounts (FSA), health savings accounts (HSA), life insurance, and both short- and long-term disability.
• Generous Parental Leave: Welcome your new addition with up to 15 weeks of paid parental leave for full-time employees.
• 401(k) with Employer Match: Invest in your future with our 401(k) plan and employer match.
• Work-Life Flexibility: Freedom to work from anywhere in the Continental USA! This position offers the flexibility of being fully remote, with the expectation that team members can follow our standard work hours schedule from 10:00am-3:00pm MT Monday-Friday (unless otherwise communicated).
• Exclusive Employee Incentives: clients often extend exclusive incentive purchase programs to EV employees.
  
  
  

The approximate compensation range for this role is a base of $55,000 to $65,000 (annually). Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, certifications and geographic location.

ExpertVoice is proud to be an equal-opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, or Veteran status.

Salary Description

Base salary $55,000-$65,000 annually