Retail Onboarding Coordinator I

Job Description

Job Description

Let Us Introduce Ourselves

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.

Creating great products starts with creating an environment where people thrive. That means connection, clarity, growth, high trust, and a culture where ideas move quickly and quality matters.

Our team lives by six core values that guide how we work, build, and serve:

• Be Customer Obsessed : We start with our customers and work backward to deliver exceptional value.
• Lead With Speed : We move fast, take smart risks, and stay ahead by acting boldly.
• Don't Cut Corners : We own our technologies and operations to deliver a high-quality, end-to-end experience.
• Create a Better Us : We simplify, automate, spend wisely, and continuously improve.
• Follow The Golden Rule: We treat others with respect, invite feedback, and commit even when we disagree.
• Grow, Be a Leader : We expect leadership at all levels and pursue excellence as a high-accountability, high-trust team.

If this sounds like a place where you'd thrive, keep reading—your next opportunity might be here.

• 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
• Shift: 10 am - 7 pm ET

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.

What You'll Be Doing:

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.

Essential Functions:

• 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.
• 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. This job requires you to be able to adapt to change quickly to deliver an exceptional customer experience. Your duties, responsibilities, and activities may change at any time, with or without notice.

What You'll Need:

• 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. This role requires the ability to perform these tasks in a timely manner while maintaining a professional and efficient workflow.
• 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

Nice to Have:

• Working knowledge of USA-based payroll and payroll tax
• Experience with CRM software is a plus
• Familiarity with payroll or accounting software
• Basic understanding of accounting principles.
• A bachelor's degree in business, communications, accounting, or a related field

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Location & Commitments

• Full-time, Direct Hire and 100% Remote role
• Open to candidates legally eligible to work in the United States
• Not open to applicants residing in: Alaska, California, Hawaii, Washington D.C.
• Core hours: 10am - 7pm EST , Monday through Friday
• Some flexibility is required during busy seasons or critical "right-now" moments

Equal Opportunity

Patriot is an equal opportunity employer. We do not discriminate against any employee or job applicant on the basis of race, color, gender, national origin, age, religion, creed, disability or sex.

Great products start with great people—which is why we invest in our team so they can do their best work. In addition to a culture that encourages innovation and ownership, our full-time employees enjoy a comprehensive suite of benefits that help our team thrive inside and outside of work. Learn more about our opportunities and benefits on our Careers page.

Are you ready to take the next step in your career?

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Privacy Notice To protect the privacy of our customers and employees, please do not include sensitive Personally Identifiable Information (PII)—such as Social Security Numbers, Dates of Birth, or W-2s—when submitting your application.

Use of AI in the Hiring Process Thank you for your interest in Patriot Software! To support a fair and efficient hiring process, we use AI-powered tools to assist with resume screening, note-taking, and interview insights. These tools help us evaluate candidates consistently and in compliance with EEOC and all applicable laws.

AI tools do not make hiring decisions—all decisions are made by our human hiring team. All applicants are evaluated based on their qualifications, skills, and experience.

By submitting your application, you acknowledge the following:

• AI may analyze an applicant's video, including facial expressions, as part of assessing position fit.
• AI tools may be used during interviews for note-taking, evaluating responses, and generating interview summaries.

• All interviews are conducted via video with cameras on to maintain compliance and security standards.
• Patriot is a camera-on company for all video interactions.

• If selected to interview, you may be asked to provide or have a photo captured.
• This photo is used only to verify that the same candidate is present throughout all interview stages.
• Photos are not shared externally, used for any other purpose, or stored after the interview process. They are securely disposed of once the process is complete.

• Any photos are used solely for candidate verification.
• Geolocation tools may be used only to verify your location and ensure interview integrity.
• All geolocation use is limited to security and compliance needs and follows all applicable privacy laws.