Offboarding Specialist

Client Experience: Offboarding Specialist

The Offboarding Specialist will play a critical role in ensuring that our merchant’s transitions from our services are smooth and compliant with our policies and agreements.

 Responsbilities:

• Manage the offboarding process for clients who have chosen to discontinue their services with ShipMonk following all the necessary steps.
• Collaborate and coordinate with other ShipMonk teams (Finance, Operations, Support, Account Management teams, and Legal if necessary) to resolve challenges and ensure a seamless offboarding process.
• Check the account agreement and terms for any specific mention of the conditions or processes related to closing
• For certain accounts, a Closing Account Agreement might be necessary to ensure that all legal and financial responsibilities are met. These could include the settlement of outstanding balances, return of property, or confirmation that there are no ongoing or future disputes. If applicable, engage ShipMonk’s General Counsel to prepare such agreement.
• Review, analyze, and effectively present client data and information when creating credit requests, communicating with other teams, and escalations to ensure client issues are addressed in a timely manner.
• Follow up with clients and other team members to meet the team SLAs.
• De-escalate any frustrated clients, using strong communication and interpersonal skills to maintain a positive relationship during offboarding
• Communicate professionally and gracefully, even when faced with unpleasant messages or difficult situations
• Document all interactions with clients and update internal systems as necessary
• Recommend improvements to support merchant success and operations processes to continuously improve offboarding and the client experience

Requirements:

• Excellent written and verbal communication skills, with the ability to communicate effectively with clients and internal teams, with a focus on active listening and empathy
• Strong organizational and project management skills with the ability to prioritize tasks and manage multiple projects simultaneously.
• Strong follow-up skills and attention to detail
• Proficiency with Google productivity apps and CRM systems.
• Comfort working in a fast-paced and deadline-driven environment.
• Critical thinking skills