Retail Onboarding Coordinator

We’re Patriot Software - a remote‑first, product‑led tech company on a mission to make accounting and payroll fast, simple, and affordable for millions of American businesses. With 175+ team members across the U.S. and a collaborative office hub in Canton, Ohio, we’re building software that empowers the backbone of the American economy.

• Job Title: Retail Onboarding Coordinator I
• Job Status: Full Time
• Location: Remote
• Compensation: Hourly (non‑exempt)
• Position Type: Direct Hire, note, this is not a contract role
• Pay Range: $20.00 per hour

Are you a driven problem‑solver passionate about helping others in a fast‑paced, collaborative environment? This role offers a meaningful career with a rapidly growing financial services company where you can challenge the status quo, exceed expectations, and learn and grow daily.

This position demands quick learning and an unwavering positive attitude, even in challenging situations. You will be expected to adapt quickly to new information and use your resourcefulness to find answers and resolutions for our customers. Maintaining a positive and helpful demeanor while navigating complex issues is essential for success in this role.

Join our Retail Onboarding Team and play a key role in winning new retail customers, guiding them through the onboarding journey, and elevating their customer experience. As a Retail Onboarding Coordinator, you'll collect feedback to enhance the customer experience and help define the scope, requirements, and goals of our onboarding department, shaping its future.

• Approximately 95% of your time will be spent with customers delivering exceptional customer service experiences through personalized interactions with customers via phone, live online chat, and email (no robots here!)
• Work independently for approximately 80% of the day, while collaborating remotely with team members and attending meetings as needed.
• Become an expert in understanding our customers' needs, identifying opportunities to fill product gaps, and generating innovative ideas to expand our market share and enhance the customer experience.
• Drive growth in our retail channel by owning the customer onboarding experience, providing onboarding, free setup assistance, and support from retail sign‑up to account completion.
• Respond to inquiries, address complaints, and resolve issues, focusing on customer satisfaction and protecting our company's brand.
• Conduct outreach to customers to ensure the completion of the onboarding and setup process.
• Collaborate with your team to develop resources that promote customer engagement and enhance the overall customer experience.
• Handle sensitive customer information securely and follow the company’s data protection protocols.
• Maintain strong attention to detail and ensure accurate and timely documentation of customer interactions.

Please note this is a sample of what you’ll be doing. Your duties, responsibilities, and activities may change at any time, with or without notice.

• A high school diploma or equivalent.
• 1+ years of experience in a Customer Support or Call Center setting.
• Exceptional customer service skills, including strong verbal and written communication.
• Self‑motivated and able to work independently in a fast‑paced environment for approximately 80% of the day, effectively managing tasks without constant supervision.
• Proficient with technology, with the ability to quickly learn and adapt to new software and tools.
• Efficiently manage multiple tasks simultaneously, including making and answering customer calls, responding to or sending emails, and handling chats.
• Must have the ability to handle sensitive customer information securely and adhere to the company’s data protection protocols.
• Strong attention to detail with the ability to accurately document customer interactions in a timely manner.
• This role requires sitting or standing for extended periods (8+ hours) while working on a computer.
• Consistent, reliable high‑speed internet access.
• Dedicated, quiet workspace free from distractions.

• Working knowledge of USA‑based payroll and payroll tax.
• Experience with CRM…