About company

Getting the world rid of bad customer service is our mission statement. With Helpshift your
customers will no longer have to dial in to customer support, have a long wait time or have to explain
their problem to multiple people again and again.

Helpshift is a SAAS platform that enables companies to provide a seamless customer support
experience within the app! We are installed on over 2 Billion devices - that's 1 out of every 3
smartphones in the world - and serve over 820 Million active users every month. Our platform
enables over ~7 Million conversations every month. You will work on projects that impact these
conversations in order to bring maximum value to the consumer.

Some numbers which illustrate our scale:

● 165000 Requests per Second

● @50 ms Response time
● ~400GB data transfer every hour

Following are the JD and company details for the role.

Onboarding Specialist :

At Helpshift, we have 5 Leadership principles that we integrate into our every day, and use to
guide us in our goals. These principles reflect who we are as part Keywords Studios, and to show
who we are when we come together, collectively, with other studios to achieve success:

● Power of Partnerships: We collaborate with our clients as an extension of their team. With
shared passion and purpose, we proactively support them in bringing their stories to life.
● One Keywords: We believe in a network with efficiency at its core. Combining the strength
of a global platform with the agility of local studios creates our superpower.
● Raise the Game: We embrace technology, innovation, and our entrepreneurial spirit to help
our clients and the industry thrive. Leveraging the sum of our experience brings new value to
gaming and beyond.
● Embrace an Open World: We champion diversity of talent and ideas from every corner of
our global community. Inclusivity makes us stronger and enables us to deliver world-class
entertainment creation to our partners.
● Trust through Transparency: We pursue open and honest relationships with our people,
clients and communities. Clear and authentic communication is foundational as we create
success together.
Onboarding Specialist
Responsibilities:

● Assist customers through Helpshift’s onboarding process end-to-end, from discovery through
go-live
● Work side-by-side with customers to design, build, and deploy basic integration and
workflows involving AI & Bots
● Monitors KPIs throughout the free trial and self service onboarding experience to ensure a
smooth set up experience that leads to faster time to value
● Identify and Propose improvements to standard Helpshift implementation processes
● Become an expert at using Helpshift’s administrative tools which include a suite of AI
products, bots, and other mission-critical support functions
● Work collaboratively with account management, operations, and product teams to ensure
customers’ overall success with the product and support operations
● Continually optimize the overall onboarding process with improvements to documentation,
trainings, and other customer-facing content

Requirements:

● You have a minimum of 1-2 years of SaaS experience in a specialization such as consulting
services, technical pre-sales or technical project management
● You are familiar with technical SaaS concepts such as SDKs, APIs and cloud computing
● You are exceptionally organized and a project manager at heart
● You value performing tasks as efficiently as possible and you dislike seeing mistakes
repeated
● You have excellent communication skills and are comfortable leading meetings with
customer executives and analysts alike
● You are proficient in the entire G-Suite and can perform data analysis tasks including
generating pivot tables and writing complex formulas in Sheets/Excel
● You are curious about complex systems and a natural problem solver
● Bonus points for previous experience in a support role or call center
● Willing to work in night shift .