Onboarding Specialist

About Fresha

Fresha is the leading marketplace platform for beauty & wellness trusted by millions of consumers and businesses worldwide.

Fresha is used by 110,000+ businesses and 450,000+ stylists and professionals worldwide, processing over 1 billion appointments to date.

The company is headquartered in London, United Kingdom, with 12 global offices located across North America, EMEA and APAC.

Fresha allows consumers to discover, book and pay for beauty and wellness appointments with local businesses via its marketplace, while beauty and wellness businesses and professionals use an all-in-one platform to manage their entire operations with an intuitive subscription-free business software and financial technology solutions.

Fresha’s ecosystem gives merchants everything they need to run their business seamlessly by facilitating appointment bookings, point-of-sale, customer records management, marketing automation, loyalty, beauty products inventory and team management.

The consumer marketplace unlocks revenue potential for partner businesses by leveraging the power of online bookings and automated marketing through mobile apps and advanced integrations with major tech brands including Instagram, Facebook and Google.

Given our exciting and progressive growth plans, we are looking for an exceptional Professional Services Specialist to come and join our global business. 

Reporting into Team Lead Professional Services, EMEA and working closely with our Business Development and Account Management Teams, you will be accountable for ensuring a quality efficient build for all our Partners coming onto the Fresha Ecosystem through Inbound & Outbound channels.

This is a great opportunity for someone looking to work in a fast-paced and changing environment, who likes to work autonomously, enjoys a challenge and wants to make an impact.

To foster a collaborative environment that thrives on face-to-face interactions and teamwork, all Fresha employees work from the office four days per week, with the flexibility to work remotely one day each week. Our London HQ: The Bower, The Tower, 207 Old St, London EC1V 9NR

KPIs

• Onboarding Lead time - average of 7 business days per Professional Services Specialist
• Marketplace profiles moderated - 50 per month per Professional Services Specialist
• New Partner Support - respond and train partners on SaaS adoption

Partner Onboarding

• Understand our partners business requirements, and confidently communicate the Fresha Onboarding approach and project plan
• Be able to clearly articulate the Fresha Ecosystem including Fresha Pay Online, our Booking Software & the Marketplace in order to provide solutions into the Partners’ business requirements
• Lead the Partner on the onboarding journey, managing expectations, risks and ultimately accurate go live dates
• Demonstrate strong attention to detail to ensure quality Fresha profiles are built for all our Partners with particular focus on activating all our payment features
• Assist our partners in representing themselves in the best possible manner on our platform

Marketplace

• Provide continuous quality assurance on the Marketplace to ensure this looks good at all time
• Provide sufficient guidance and documentation to ensure a seamless handover experience for the partner to Partner Success or Customer Experience teams

Additional Ad-Hoc

• Comfortable presenting information, and open to feedback
• Cover other team members Partner projects to ensure we win as a team
• Ensure efficient and accurate use of Hubspot to accurately reflect the progress of each Partner in the Onboarding pipeline whilst also tracking all activity and correspondence
• Proactively search for new features, processes & opportunities that may optimize our own internal processes, improve Partner experience and drive conversions
• Supporting partners through banking and verification processes
• Manage the logistics and troubleshooting of terminals




This list is not exhaustive and there may be other activities you are required to deliver. 

Skills, experience & qualifications required

• Commercially minded, understanding critical needs of Partners onboarding
• Managing expectations of Partner right from the start
• Exceptionally high organizational and time management skillsExcellent oral and written communication skills
• Proficient in Excel and data cleaning an asset
• Project coordination experience or certification highly desired
• Experience working in the Beauty & Wellness sector or previous start-up/scale-up tech company environment an asset
• Ability to identify problems and opportunities as well as offer or implement actions and solutions
• Strong analytical and troubleshooting skills
• An ability to influence others through effective communication and negotiations
• Flexible and comfortable working in a fast-paced and changing environment
• Creative thinking and problem-solving mindset
• Ability to interact with people from across the business and build strong relationships, including the ability to effectively influence upwards
• Team player - must be happy to ‘roll sleeves up’ and assist the team whenever required
• Self-starter and highly proactive approach




At Fresha, we value passion and potential as much as specific skills. If you're enthusiastic and eager to learn, we encourage you to apply, even if you don't meet every listed requirement. We believe in fostering growth and providing the support needed for you to excel in your role. 

Interview Process

• Screen Call - Video-call with a member from the Talent Team (30m)
• Skills & Experience - Video-call with PSS Hiring Team (30m)
• Technical Ability & Cultural Assessment - Panel video-call with PSS Hiring Team & CCO (60m)




We aim to finalise the entire interview process and deliver feedback within 4 weeks.




Every job application received is reviewed manually by our talent team. While we strive to assess applications within 7 days, the sheer volume of talented individuals expressing interest may occasionally extend this timeframe.

Inclusive workforce

At Fresha, we are creating a culture where individuals of all backgrounds feel comfortable.

We want all Fresha people to feel included and truly empowered to contribute fully to our vision and goals. Everyone who applies will receive fair consideration for employment.

We do not discriminate based on race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying.

If you have any accessibility requirements that would make you more comfortable during the interview process and/or once you join, please let us know so that we can support you.