Onboarding and Migrations Specialist

About Momence

Momence is a cutting-edge booking and communications platform for experience-based businesses, catering to yoga and pilates studios, gyms, dance schools, salons and spas, golf facilities, swim schools, and more. We empower thousands of businesses by facilitating scheduling and payments, streamlining communication, and automating their business backend. Our customer-facing Momence app is used by hundreds of thousands of customers monthly to book wellness experiences.

As a remote-first company backed by Y Combinator (Summer 2020), we are revolutionizing the experience economy by providing modern software solutions to an underserved industry. 

About the role

As we expand into European markets, our Onboarding and Migrations Specialist will play a critical role in supporting our international growth. This position will focus on onboarding European clients and managing their migrations to the Momence platform, with particular emphasis on serving French, German, and Spanish-speaking markets.

The Onboarding and Migrations Specialist leverage their detail orientation, cultural awareness, and customer-obsession to manage the migration and onboarding process for studios and businesses transitioning from other platforms to Momence. This customer-facing role is crucial in ensuring a seamless and successful migration of data, contributing to a positive experience for our clients while providing culturally appropriate support to our diverse European client base.

What you will do

Onboarding and Migrations Specialists' day-to-day work supports these core responsibilities:

• Onboarding Coordination: Guiding new European clients through the onboarding process, providing culturally appropriate support and resources in their preferred language to ensure they are comfortable and proficient with our platform.
• Migration Management: Overseeing the migration process as customers' primary point of contact across European markets, from initial contact through needs assessments to completion, ensuring data integrity and smooth transition to the Momence platform.
• Data Migration: Overseeing accurate migration of data (client information, schedules, payment details, and other relevant data) from clients' previous platforms to Momence, while being mindful of European data protection regulations and local business practices.
• Client Communication: Conducting all client interactions in French, Spanish, and/or English as needed, regularly communicating with clients throughout migration, addressing concerns, providing timely updates, and prioritizing responsiveness to demonstrate exceptional customer care.
• Troubleshooting: Identifying and resolving issues that arise in the migration process specific to European markets, working with technical support and development teams to address regional requirements.
• Training and Support: Conducting training sessions and providing ongoing support to clients, ensuring they fully utilize Momence features and benefits to best support their businesses within their local market context.
• Documentation: Accurately documenting customer interactions, progress, and key information in our CRM system, creating and maintaining multilingual process documentation, step-by-step guides, and FAQs.
• Collaboration and Escalation: Working with various teams at Momence (Sales, Product, Support, and Customer Success) to ensure alignment on European market needs and effective communication throughout the onboarding process and post-launch handoff; proactively addressing customer concerns, providing timely resolutions and escalating to the appropriate teams when necessary.

This is a full-time, fully remote, contracted position. We're currently considering candidates residing in Spain, France, or Germany, who can work in Central European Timezone. 

About you

You're driven by the opportunity to genuinely help clients and set them (and their businesses) up for success in their local markets. You understand that customer obsession in a multicultural environment requires cultural sensitivity, trust, rapport, and connection across language barriers. You recognize that responsiveness, accuracy, and detail-orientation are essential to show you care about customers' success, regardless of their location or language preference.

You're comfortable working with large data sets and can successfully manage data migration while navigating different regional requirements and business practices. You're humble and proactive in resolving cross-cultural challenges and technical issues, working independently to delight international customers while collaborating cross-functionally to serve their best outcomes. Most importantly, you're passionate about supporting our European expansion and can communicate fluently in multiple languages to serve our diverse client base.

What you should have

• Fluency in French, Spanish, and English (written and verbal communication)
• Proven success in a similar role (customer service, onboarding, implementation, project management, or other client-facing role), ideally in a software or technology company
• Very solid proficiency in Excel + Google Sheets, data management tools, and CRM systems
• Experience working with large data sets; strong understanding of data migration processes and best practices
• Exceptional multilingual communication skills; ability to communicate complex technical information to diverse international audiences
• Strong cross-cultural interpersonal skills; can build trust, rapport, and positive relationships with customers from different cultural backgrounds
• Exceptional organization and attention to detail; can prioritize, manage multiple projects across different time zones, and meet deadlines
• Ability to work independently and collaboratively in a team environment, leveraging cross-functional expertise to drive customer success across European markets
• Understanding of European business practices and cultural nuances in France, Germany, and other key European markets

We'll be particularly excited if you also have

• Personal or professional experience in the customer verticals we serve (fitness, yoga, wellness, classes, etc.)
• Experience working and managing projects remotely across multiple countries
• Knowledge of additional European languages (Italian, Dutch, etc.)
• Previous experience supporting international business expansion or localization efforts

What we offer

• Flexible vacation policy - we encourage you to take time for yourself, whether it be a vacation, mental wellness day, etc.
• Opportunity to play a key role in Momence's European expansion and work with diverse, international clients and contribute to global growth

At Momence, we celebrate diversity and strive to create an inclusive environment where there is respect, regardless of your background or identity. We are committed to being an equal opportunity employer and welcome you as you are.