Ranked #292 on Inc. 5000 Fastest-Growing Private Companies 2022

About Upwards:

Upwards is a fast-growing Los Angeles-based startup transforming childcare in the United States. Backed by top investors and VCs, we're making childcare accessible to all families by connecting parents, caregivers, employers, and governments to offer benefits programs that meet ever-evolving family needs.

It is our mission to make childcare affordable and accessible for all.

The role of an Operations Coordinator, Parents:

As the first contact with our Parents, the Operation Coordinator will communicate (via phone, email, and text messages) with families to help them understand and guide them through their childcare benefits and identify their childcare needs. You will guide them on this journey to ultimately discover the most suitable daycare provider that fulfills their needs. We always want our families to experience the best customer service whenever they reach out to us for their childcare needs.

In this role, you will :

• Onboarding : You will learn by going through the experience yourself of enrolling a child through Upwards. This will help you understand your role. Once you are an expert, you walk families through the childcare benefit process as you did.
• Customer Service : You are the expert on childcare benefits, and you will be able to answer any questions parents/families may have. We always want to provide the best customer service with each interaction to ensure parents feel comfortable and safe with Upwards.
• Needs-Assessment : Finding a childcare provider can be challenging, but you are going to assist the parent/family by finding a provider that meets their needs (as best as possible) by asking questions, getting to know the care they are looking for, and recommending the provider that meets most of their needs.
• Enrollment : Take the parents on the enrollment journey with you, from that first phone call to filling out the online forms to getting them to the final step of finding the right type of child care.
• Manage : Many parents will be looking to enroll with Upwards, so it is important to manage the workload by keeping on top of where each parent is in the enrollment process.
• Data & Optimization: We like to learn from our experiences. You will be responsible for metrics to see how long it takes to complete enrollment from start to finish and how we can improve the process.
• Flexibility : This is a new program for the company, so you will need to be quick on your feet for when things come, and we must implement changes quickly.
• Details : Sometimes, you will have special requests or cases. You will own that by contacting the right person to answer your questions to ensure a smooth enrollment process.

We are looking for a candidate that has :

• Location : Although the company is remote, this role will sometimes have in-person meetings with stakeholders, clients, and events.
• Work Experience : 2+ years in account management, customer service, or another customer-facing role. Sales experience is a bonus!
• Tech Experience : We are a tech company, after all, so we are familiar with Google Suite, Dialpad, CRM, and Freshdesk.
• Attention to Detail : Strong attention to detail and also the ability to zoom out and see the macro picture.
• Customer Service : This position is on the phone with parents; strong customer service experience is important for this role.
• Education : Bachelor's Degree from a university.

What the Interview Process will look like:

• 1st Interview: Human Resources Manager
• 2nd Interview: Director, GTM
• 3rd Interview: Take-Home Challenge
• 4th Interview: Meet various members of the Upwards Team

Let's talk about the perks at Upwards:

• Salary Range: $55,000 - $65,000
• Comprehensive Benefits - Medical, Vision, Dental, Short and Long Term Disability.
• Parent Leave - Upwards provides a generous 8-week parental leave!
• Monthly Fringe Benefits - Pick something fun for yourself!
• 401K with a 3% Match - You invest in us, we are going to invest in your future.
• Flexible Paid Time Off - We encourage you to take time for yourself.
• Equity - We want our employees to be stakeholders.
• Paid access to co-working spaces - Come join us at WeWork!
• Stipend to outfit your home office - We are 100% remote, so find that comfy chair!
• Yearly professional development stipend - We support career development for all employees.

Compensation determinations rely on various factors, encompassing the position level, the individual's skills, knowledge, and capabilities, the location of the role, internal fairness considerations, and alignment with market data.

Upwards, as an E-Verify participant and equal opportunity employer, does not discriminate based on race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. Rest assured that all your information will be treated confidentially in accordance with EEO guidelines.