Classification & Onboarding Specialist

Job Description:

As a Classification & Onboarding Specialist, you will be making classification decisions, of significant impact, on behalf of Upwork for our UTG Clients and support the end to end Upwork Payroll solution for the entire Upwork platform. You will represent yourself as the face of the Classification and Onboarding Solution to Clients, Talent, and Partners. Your independent judgment, analysis, and discretion are paramount. You are being entrusted to make decisions for, and act on behalf of, Upwork and ensure compliance with all applicable laws. You will work with Enterprise Program Teams as a trusted operational partner, bringing together Upwork’s expertise and thought leadership to build these compliant solutions and to solve our clients' needs. Additionally, you will be responsible for partnering with the sales team to present the Classification & Upwork Payroll Solution to prospective clients and assisting Solutions with the launch of new classification accounts. You will lead with independent judgment to maintain seamless service and accuracy for IC engagements. You need to excel at building internal and external relationships, and bring expertise in building and scaling programs, compliantly, with partners that align with priorities and deliver results.

Responsibilities:

• Driving accountability for metrics and company OKR’s

• Proactively supporting Upwork Freelancers and clients throughout each engagement on and off the platform. Respond to customer inquiries via chat, email and telephone in an efficient and effective manner

• Ensuring timely communication by meeting all established SLAs.

• Working with peers, partner teams, and vendors to develop solutions and deepen the value proposition of Upwork’s Classification & Onboarding Services

• Using independent discretion and judgment to make or recommend classification determinations compliant with applicable law and consistent with broader company classification guidelines

• Being Upwork’s Classification & Onboarding authority and utilize your history and experience to educate partners and clients about the impact and expectations of their account