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 Providers : You will learn the process of enrolling licensed daycare providers into the Upwards network. Once you become an expert, you will guide daycare providers through the onboarding process, just as you have experienced.
• Provider Support : You are the go-to expert for licensed daycare providers regarding childcare benefits. You will address any questions or concerns they may have, delivering excellent customer service to make them feel comfortable and confident with Upwards.
• Needs Assessment : Assist daycare providers in understanding their needs and preferences by asking questions and recommending the services and benefits that align with their requirements.
• Enrollment : Lead daycare providers through the enrollment journey, from initial contact to completing the necessary documentation, ensuring they find the right childcare services within our network.
• Workload Management : Efficiently manage the enrollment process for daycare providers, keeping track of their progress and ensuring a smooth onboarding experience.
• Data & Optimization: Analyze metrics to evaluate the onboarding process, identify areas for improvement, and implement changes to enhance efficiency and quality.
• Adaptability : Given the dynamic nature of this new program, you will need to adapt quickly to changes and help implement adjustments as needed.

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: $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.