What’s it like to start a new job at Smile?
In the last 15 years, Smile has slowly but surely and confidently grown from a team of 2, to a team of more than 30, closely knit, but geographically diverse employees. We are and always have been a remote team, which has made it essential for us to be thoughtful about our onboarding process to make sure it is both informative and representative of how we work day-to-day. The onboarding process usually takes about four weeks, and includes opportunities for new employees to learn the product, the team, and our values.
Getting to Know Smile Products
We are passionate about our products and how they help our customers be more productive, which means our new employees will have to know our products inside and out—no matter what their role is within the company. Employees have the opportunity to learn our products in a few different ways:
When you onboard with the team, you will receive licenses to both TextExpander and PDFpen so you can dive right into the products and learn how to use them. An Asana board with various tasks and training videos will help you go through the process and learn the nuances of our productivity tools.
- Customer Support
Passion for the customer is one of our core values, and that is highlighted during onboarding when every single new employee takes time to work in support when they begin with the company. This gives new employees insight into our customer base and of course helps you learn more about the products and how people are using them.
- Team Access
Our virtual office can be found in Slack. We have many different channels within our Slack that can get you any answer you’re looking for. Our team is constantly active on Slack and is always ready and willing to help each other out with whatever questions come up.
Connecting with a Remote Team
Your colleagues are all over the world – so how do we get to know them? We prioritize getting to know each other as a team, and as a new recruit we are deliberate about connecting you with as many people as possible, because you won’t “run into them in the hallway”.
We also have various ways of making sure we all stay in touch and get to know each other better, including:
- Slack channels dedicated to socializing. Share a snap of your vacation, your current view or your latest culinary masterpiece.
- Happy Hours. Cocktail, anyone?
- Lunches. Pull up a chair at the virtual table for a group lunch.
Learning Smile Values
During onboarding, we focus on communicating our values and how those values translate to our work. That’s why in the first week, new recruits will meet with four different members of our team to discuss each one of Smile’s values:
- Passion for customer
We bring each of these values into our daily work, so while the initial talks are a good springboard for understanding our values, we place a focus on living them day-to-day.
If you’re curious about what the timeline of being a new starter at Smile might look like, here’s a deep dive into what to expect in your first 30 days at Smile.
- Company onboarding
- Download your tech stack
- Setting up your accounts
- Learning the tools
- Learning about the company
- Values talks
In your first week, you’ll focus on getting to know the tech, team, tools and various accounts you’ll need as part of your role. You’ll also be introduced to the team on Slack, so you’ll be asked for a snappy bio so everyone can start getting to know you.
You’ll also meet with a founder on your first day, where you’ll be able to talk about the company aims and history. We think it gives you a broader perspective on Smile’s mission.
Since our team is mostly remote, you’ll get to grips with how we handle remote working while maintaining our company culture, including learning the various social meetings and Slack channels reserved for chat.
You’ll also meet with a different team member – usually someone you wouldn’t normally meet with – on Tuesday, Wednesday, Thursday and Friday to discuss how we live our company values. It also allows you to meet people you might not normally in your day-to-day interactions.
Week 2 & 3
- Working Support
- More learning
- More reading
In week’s 2 and 3, you’ll complete a week in Support, answering questions and queries from Smile’s product users. You’ll learn how to use the products, the common queries users have and how to structure the best responses. One your week in Support is over, you’ll take a quiz to show us how much you learned along the way. The goal here is to learn the customers, learn how they talk about our products, and learn the products. Once you’ve completed your week in Support, you’ll plan your 30, 60 and 90 day goals.
- Complete a 1 day project
- Complete a 1 week project – show us your skills!
In week 4 you’ll complete two projects relevant to your role. For example, you might prepare and present a sales demo to management or host a practice webinar. Week 4 is about putting all you’ve learned into practice and we’re always excited to see new starters in their new roles.
Welcome to the Team
It’s a busy 30 days when you first join Smile, but a time we think you’ll enjoy. We make sure you know who to speak to if you have questions and collate everything you need to do in one place so you can easily track your progress. It’s an exciting time for both of us, so welcome aboard.