Onboarding and Customer Success VA

About the Job:
Managemate is seeking a motivated, hard working and customer-focused individual to join our Onboarding and Customer Success team. You will work closely with our CEO & Founder, Salim Dharssi, who currently leads and handles all onboarding and customer success, including training and data migration.

About Us:
Managemate is a software startup headquartered in Toronto, Canada. Our condo board software is a multi-tenant B2B SaaS solution, designed to enhance collaboration between condominium board directors and property managers.

In this role, you’ll get to:
• Work closely and collaboratively with our Founder & CEO, who leads Managemate’s sales, marketing and customer success teams.
• Create, setup and configure new client accounts, including performing data migration, all under the direct supervision and with training from our CEO & Founder.
• A key part of this role will be data entry related. Our new clients are condominium corporations - these are apartment style buildings with anywhere from 15 to 800 units. The condominiums provide us with their historical data in the form of electronic files in folders. These are quotes, invoices, engineering reports, financial statements, etc. When we setup a new client account, we ask them for a copy of their files and then we use the information in the files to create their lists of vendors, assets, units, and we upload each file to these records.
• Your role is not limited to data entry, but at times this will be what you do every day, sometimes for weeks, until we have fully automated the process.
• You will also correspond with our clients to schedule onboarding kick-off meetings, go-live meetings, training meetings, and help reply to support tickets.
• Time permitting, you also help write training articles in our help center and you may support our sales team, from time to time.

We are looking for someone who is detail oriented, able to understand property maintenance records (which we will train you on), and an overall team Player who can assist with Sales, Marketing and Customer Success functions if required during your regular work week.

We are a small but growing startup. Our staff work closely with all departments within Managemate, stepping in to assist each other as needed. The successful candidate will support, participate in and suggest new processes and techniques to achieve customer success initiatives including finding ways to help our new clients and users get activated on our software.

We’re looking for an energetic and well-spoken person who:
• Has excellent written and verbal communication skills in English
• Is not afraid of interacting with clients by virtual meeting, phone or emails to provide support, get feedback, and learn how they are using Managemate’s software
• Can communicate articulately both over the phone and in written format.
• Is comfortable working asynchronously using screen recording tools like Loom.
• Is motivated at the prospect of gaining industry knowledge in a niche industry like condominiums, including building operations, community building, regulatory processes and board governance
• Has a natural curiosity and takes ownership to learn new things while also proactively seeking coaching from both peers and managers
• Likes working in a fast-paced, challenging environment with a small but growing team

Qualifications and Requirements:
• Cover letter and Resume.
• Excellent English language skills.
• In the cover letter subject line - include the phrase "Data Migration"
• Demonstrated ability to see a process through from start to finish.
• Demonstrated experience in customer success or data entry role, preferably in a SaaS company or the real estate industry
• A willingness to learn, understand the problem we’re trying to solve, and the jobs our customers are trying to accomplish.

Working Hours:
This role is based in the Philippines. The current intention is that you will work during your evening hours, from 6:00 PM to 2:00 AM PHT. This aligns with 6:00 AM to 2:00 PM Toronto time, which is the beginning of our work day, so it allows us to work together synchronously if needed during core business hours in Toronto. This will allow you to support our customers in real-time, at least for part of their work day. Candidates should be comfortable with these working hours to facilitate smooth communication and responsiveness for our clients and team. For data entry projects, which may take days or weeks depending on the volume of files we receive from clients to migrate, work hours can be adjusted to daytime PHT, provided all the work is completed and at a high quality.

Time Off and Vacation:
We believe in a healthy work-life balance and offer our team reasonable time off. This role includes 10 paid vacation days annually, along with 5 paid sick days, to support both personal well-being and productivity. Additionally, you will observe holidays aligned with the Philippine national holiday schedule. We are also open to some flexibility for additional unpaid leave if needed, ensuring you have the support to recharge and perform at your best.

Office Requirements:
You should have a reliable, high-speed internet connection, suitable for video conferencing and other online collaboration tools. You will need your own computer (preferably with updated specifications to handle multiple applications smoothly), necessary peripherals such as a webcam and headset, and a quiet, professional workspace free from distractions. This setup will ensure effective communication and seamless support for our clients and internal team, especially during virtual meetings and collaborative tasks.