Ready to be a Titan? The Pro Product Excellence team serves as the central cog in the onboarding & implementation, adoption, and ongoing success of ServiceTitan Pro Products for all ServiceTitan tenants, including some of the largest and most influential businesses across the Home Services industry. Our impact reverberates throughout the customer journey, directly correlating to the retention and expansion of ServiceTitan customers. Each team member’s ability to develop strong relationships, identify and mitigate risk, drive feature adoption and deliver with consistent and effective communication enables the Pro Product Excellence team to achieve at a high level and provide immense value to our customers and the business. We care a great deal about our work, and are sustained by the difference it makes not just for the businesses we work with, but for the thousands of individuals and their families that our software impacts every day. What You'll Do: Own the internal scheduling tools used to book calls for customers and internal teams Maintain account capacity and load balance for the Pro Product onboarding teams Assign accounts to Onboarding Managers based on availability and account complexity Help ensure maximum customer call stick rate to meetings by follow up on missed calls and rescheduling customers Re-engage customers that have become unresponsive and missed scheduled calls with the onboarding team Set up new team employees on shared services and softwares Work with managers to facilitate out of office coverage to ensure all customer facing calls are covered when people take planned time off or unexpected flex time Track compliance of proper call booking procedures Escalate potential At Risk accounts for further engagement Gather feedback and trends for continued process improvement What You'll Need: 2 years experience in an administrative or customer facing role Demonstrated ability and desire to get on the phones and reach out to customers Well versed in following defined procedures and providing feedback on opportunities for improvement Flexibility and ability to adjust on the fly to new demands; a high sense of urgency Strong communication skills Strong attention to details and balance handle multiple priorities Excellent planning, time management, organizational and interpersonal skills The ability to consistently deliver on commitments Be Human With Us: Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. What We Offer: When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career: Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more. Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more. Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more. At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws. ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation. The expected salary range for this role for candidates residing in the United States is between $41,000 USD - $58,000 USD. Compensation for candidates residing outside the United States will vary by location and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes an annual bonus, equity and a holistic suite of benefits. We’re building the first end-to-end solution to transform the trades, a trillion-dollar global industry that’s been underserved by technology for far too long. Recognized by Forbes as one of the top cloud companies, we use our deep industry knowledge and technical expertise to develop solutions that empower everyday entrepreneurs to grow and scale their businesses. While our vision is bold, we always stay humble. Join us. We’re just getting started.