Cocoon
Cocoon is a company that provides leave management software designed to automate the complexities of compliance, claims, and payroll for human resources teams and their employees. Their platform is focused on ensuring a seamless employee leave experience by codifying FMLA and state leave laws to reduce legal risks and streamline notifications. Cocoon's software helps companies save time and money while giving employees the ability to privately plan and manage their leaves efficiently.
Onboarding and Support Specialist
January 29
Cocoon
Cocoon is a company that provides leave management software designed to automate the complexities of compliance, claims, and payroll for human resources teams and their employees. Their platform is focused on ensuring a seamless employee leave experience by codifying FMLA and state leave laws to reduce legal risks and streamline notifications. Cocoon's software helps companies save time and money while giving employees the ability to privately plan and manage their leaves efficiently.
📋 Description
• Manage the end-to-end onboarding process for new employer accounts. • Execute the Onboarding Checklist and resolve policy questions. • Educate employers on using Cocoon’s platform. • Maintain clear communication and timely responses with employers. • Assist in Tier 1 support by answering common questions. • Escalate complex Tier 2 tickets when necessary. • Provide video and phone support to ensure a positive experience. • Meet standardized Service Level Agreements (SLAs). • Develop and ship new resources or process improvements monthly. • Identify areas of improvement in onboarding and support processes. • Build scalable playbooks to enhance customer experience. • Successfully complete the DMEC certification to become a CLMS. • Provide feedback to enhance Cocoon’s functionality.
🎯 Requirements
• A superb communicator: You speak & write clearly, concisely, and with empathy. • A creative problem solver: You think creatively about how to tackle first of kind problems. • Exceptionally detail oriented: You manage complex launches to completion with rave reviews. • Insight-driven: You thrive on gathering and sharing insights to drive improvements. • Relationship-oriented and adaptable: You build trust and navigate technical concepts easily. • A builder: You’re passionate about creating scalable playbooks, processes, and resources. • Dedicated to resolution: You take ownership of tasks for timely resolutions.
🏖️ Benefits
• 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
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