What are the responsibilities and job description for the Implementation Specialist Lead position at Overflow?
Who We Are
Overflow is the philanthropy platform for today-pairing modern technology with an uncomplicated approach to giving. We are a Series B startup founded in Silicon Valley with an audacious mission to inspire the world to give. We are backed by top-tier VC firms (Uncork, Craft & Village Global) and strategic angels & leaders within organizations like Hubspot, Golden State Warriors, Carta, Lyft, Stripe, & Venmo.
We are addressing a $450B philanthropic market ripe for disruption. Overflow is a B2B SaaS company that unlocks net-new donations for nonprofits solving some of the most pressing problems we face as a civilization. We are working to make generosity frictionless across all asset classes and we are starting with stocks. Some of the top nonprofits in the world trust us and we are positioned to lead the market as a top payments provider. Learn more about why we started this company.
FOUNDING PRINCIPLES
Overflow was founded on the Christian Bible verse:
Proverb 11:24 “The world of the generous gets large and larger.”
It is teachings similar to this that guides, empowers, and directs our executive leadership team.
In Office Requirements
Monday & Wednesday collaboration days are mission critical to each role.
Mountain View, California
Birmingham, Alabama
Job Description
Overflow’s Onboarding Specialist Lead plays a critical dual role in ensuring the successful onboarding of new customers while laying the foundation for a high-performing team. This is a hands-on position where you’ll directly support customers through migrations and activations, develop scalable onboarding processes, and contribute to Overflow’s vision to make generosity frictionless.
As a leader in the onboarding function, you’ll coach and mentor onboarding specialists while owning the execution of a seamless customer experience. With deep SaaS and fintech product knowledge, you’ll also be responsible for optimizing automated workflows to deliver world-class onboarding at scale. This role is perfect for someone ready to roll up their sleeves while growing into a future team management position.
REPORTS TO
Head of Partnership Success - Claire Machado
Responsibilities
The first 90 days of your employment will be under a probationary period. During this period, both the company and you will determine whether you can perform the requirements of the job you have been assigned to. Near the end of this probation, we will assess your performance in the form of a standard review.
Compensation Package
BASE SALARY 💰 Payable on a bi-monthly basis & subject to all withholdings & deductions as required by law
EQUITY GRANT 📈 Subject to approval by Board of Directors, 4 year vest, 1 year cliff
Benefits Offering
Dental Care Plan 🦷
120 hours paid time off (PTO) earned on an accrual basis 🏖️
Company-paid holidays 🎄 🎇 ✝️
Dependent Care FSA (DCFSA) 👪🏼
Paid parental leave plans 👩🏼🍼👨🏽🍼
Generosity Fund 🎁
Disney Park Experience 🐭 🏰
401(k) Plan
IRL Gatherings
Mental Health Stipend
Overflow is the philanthropy platform for today-pairing modern technology with an uncomplicated approach to giving. We are a Series B startup founded in Silicon Valley with an audacious mission to inspire the world to give. We are backed by top-tier VC firms (Uncork, Craft & Village Global) and strategic angels & leaders within organizations like Hubspot, Golden State Warriors, Carta, Lyft, Stripe, & Venmo.
We are addressing a $450B philanthropic market ripe for disruption. Overflow is a B2B SaaS company that unlocks net-new donations for nonprofits solving some of the most pressing problems we face as a civilization. We are working to make generosity frictionless across all asset classes and we are starting with stocks. Some of the top nonprofits in the world trust us and we are positioned to lead the market as a top payments provider. Learn more about why we started this company.
FOUNDING PRINCIPLES
Overflow was founded on the Christian Bible verse:
Proverb 11:24 “The world of the generous gets large and larger.”
It is teachings similar to this that guides, empowers, and directs our executive leadership team.
In Office Requirements
Monday & Wednesday collaboration days are mission critical to each role.
Mountain View, California
Birmingham, Alabama
Job Description
Overflow’s Onboarding Specialist Lead plays a critical dual role in ensuring the successful onboarding of new customers while laying the foundation for a high-performing team. This is a hands-on position where you’ll directly support customers through migrations and activations, develop scalable onboarding processes, and contribute to Overflow’s vision to make generosity frictionless.
As a leader in the onboarding function, you’ll coach and mentor onboarding specialists while owning the execution of a seamless customer experience. With deep SaaS and fintech product knowledge, you’ll also be responsible for optimizing automated workflows to deliver world-class onboarding at scale. This role is perfect for someone ready to roll up their sleeves while growing into a future team management position.
REPORTS TO
Head of Partnership Success - Claire Machado
Responsibilities
- Host Welcome Calls to guide customers through the onboarding journey and set them up for success.
- Manage the end-to-end activation process, ensuring organizations can accept donations via stock, crypto, cash, and DAF gifts.
- Respond promptly and professionally to onboarding inquiries through Zendesk, demonstrating product expertise and empathy.
- Collaborate with third-party vendors to activate customer assets accurately and on time.
- Design and implement tech-touch onboarding processes to reduce manual effort and ensure a consistent experience.
- Develop resources and guides that automate repetitive tasks and improve the efficiency of onboarding.
- Act as the liaison with the Technical Migration Specialist, refining Overflow’s Migration Tool to meet evolving customer needs.
- Analyze and track key metrics to continuously improve onboarding workflows and identify growth opportunities.
- Provide coaching and mentorship to onboarding team members, supporting their professional development and helping them meet OKRs.
- Assist in shaping the onboarding team’s vision, with a focus on scalable, high-impact solutions.
- Be the voice of the customer, providing actionable feedback to Product, Engineering, and other teams to enhance the onboarding experience.
- Partner with the Head of Customer Success to implement process improvements and optimize the migration model.
- Maintain accurate CRM and project management data, ensuring data integrity and accountability.
- Commute to In office collaboration days
- Alignment to Overflow’s mission to Inspire The World to Give founded on Christian Proverbs 11:24 “The world of the generous gets larger & larger.”
- Agreement with Overflow Values which inspires Overflow Company Culture
- Willingness to travel & participate in in person gatherings
- Commitment to serving the evangelical Christian church space, alongside wider 501(c)3 non profit space
- Deeply passionate about helping nonprofits and churches succeed through innovation and generosity.
- Creative and empathetic in addressing customer needs while balancing operational efficiency
- Excellent verbal communicator who can lead calls, troubleshoot live issues, and build trust with customers.
- Exceptional written communicator skilled at crafting clear, informative materials for customers and internal teams.
- Highly organized and detail-oriented, with a talent for managing multiple tasks and priorities simultaneously.
- Proficient in using data to identify trends and drive process improvements.
- A natural coach who can inspire and develop team members while maintaining a strong individual contributor focus.
- Visionary thinker with a desire to grow into a formal leadership role.
- Willingness to work a hybrid schedule from either our Birmingham, AL or Mountain View, CA office.
- 5 years in a Customer Success, Activation, or Support role, ideally in B2B SaaS or fintech.
- 2 years of coaching or people management experience preferred.
- Familiarity with tools like Zendesk, CRMs, and automation software.
- Experience working with nonprofits or churches is a bonus!
- GENERAL TEAM
- Slack
- Google Suite
- Notion
- Zoom
- Canva
- Pitch
- CUSTOMER SUCCESS TEAM
- Zendesk
- Aircall
- ChurnZero
- Internal Portals
The first 90 days of your employment will be under a probationary period. During this period, both the company and you will determine whether you can perform the requirements of the job you have been assigned to. Near the end of this probation, we will assess your performance in the form of a standard review.
Compensation Package
BASE SALARY 💰 Payable on a bi-monthly basis & subject to all withholdings & deductions as required by law
EQUITY GRANT 📈 Subject to approval by Board of Directors, 4 year vest, 1 year cliff
Benefits Offering
- These details are for information purposes and are subject to any company policy or plan changes
Dental Care Plan 🦷
120 hours paid time off (PTO) earned on an accrual basis 🏖️
Company-paid holidays 🎄 🎇 ✝️
Dependent Care FSA (DCFSA) 👪🏼
Paid parental leave plans 👩🏼🍼👨🏽🍼
Generosity Fund 🎁
Disney Park Experience 🐭 🏰
401(k) Plan
IRL Gatherings
Mental Health Stipend
