Launch Manager



New York, NY, USA
Posted on Thursday, January 4, 2024


As the Onboarding Lead, you'll be at the forefront of our onboarding experience for new customers, ensuring a seamless transition into our world-class services.

Your impact

  • Review and manage customer guide throughout the pilot onboarding period
  • Work closely with Pilot Launch Manager and Training Coordinator
  • Identify new workflows to Pilot Launch Manager to share with customer that are within our scope services
  • Assist in the smooth hand-off process to Team Leads when a customer converts
  • Support Team Leads during 30-day post pilot conversion
  • Set volume and quality expectations throughout the 2-week pilot period with Team Leads
  • Serve as the subject matter expert (SME) on all workflows during the onboarding phase, guiding the team with your expertise.
  • Develop a deep understanding of brand styles and tones
  • Analyze and interpret metrics and data to derive valuable insights, supporting data-driven decision-making
  • Proactively identify missing workflows and implement measures to address any gaps in our processes.
  • Quality review responses during the pilot period
  • Manage and utilize Chatdesk's organizational tool effectively to streamline collaboration and knowledge sharing within the team
  • Monitor and track tech issues
  • Verify we’re using the Chatdesk platform functionality to its full potential (eg macros integration, escalation workflows, etc.)
  • Skillfully action on various tasks, exhibiting a proactive and solution-oriented approach
  • Maintain a blacklist of words to uphold the highest standards of communication and professionalism

Our values

  1. Honesty and transparency
  2. Do your best work
  3. Always learning and improving
  4. Empathy


  • Cultural fit with our values
  • Manage quality operations with efficiency
  • Enjoy learning about different companies and understanding their business
  • Detail-oriented and motivated to help our clients and their companies be even more successful
  • Excellent written and verbal communication skills, including content creation, public speaking and presentation skills
  • Thrives on working in a fast-paced, frequently changing and evolving environment
  • Energetic and positive team player
  • Last and certainly not least, lover of customer experience!

About you

We seek individuals who are not just pilots but true navigators, with a passion for excellence and a keen eye for detail. To excel in this role, you should possess the following qualities:

  • Innate curiosity and enthusiasm for various brands, allowing you to understand and adapt to different brand styles seamlessly.
  • An analytical mindset that enables you to identify opportunities for workflow improvements, enhancing overall efficiency and performance.
  • Exceptional communication skills, both written and verbal, empowering you to build rapport with customers and internal teams effectively.
  • A natural sense of organization and time management, allowing you to juggle multiple tasks with ease.

Preferred but not required

  • 2-3 years in customer onboarding with demonstrated analytical and problem solving skills
  • Previous experience in customer support
  • Experience with software tools like Shopify, Zendesk, Gorgias, etc


  • Competitive salary
  • Stock options
  • Healthcare benefits
  • 401(k)

Apply for this position

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.