🕒 5 days ago
Guide clients through software onboarding, demonstrate system features, answer questions, troubleshoot basic issues, and provide patient, professional support that helps users feel confident using new tools.
Customer Service & Onboarding Specialist for a SaaS Company (US Based-Remote)
🕒 yesterday
Customer SupportCustomer OnboardingSaaSTicket And Email Support
📜 Description
- Resolve customer support tickets and emails, including fixing issues directly in customer accounts.
- Lead video and phone onboarding calls to support product adoption and reduce churn.
- Manage Facebook ad comments, answer questions, convert interested users into leads, and respond to criticism with good judgment.
- Build support and onboarding workflows, documentation, and best practices from scratch.
- Share customer feedback with the team to improve the product and customer experience.
🛠️ Requirements
- Excellent spoken and written English with a clear, neutral accent (this is essential for the role)
- Experience in customer-facing support or onboarding, ideally for a SaaS or software product
- Comfortable on camera and confident leading video calls with customers
- Strong writing skills for clear, professional, and friendly communication across email, tickets, and social media
- High emotional intelligence: a problem-solver, not a script-follower
- Responsive, communicative, and dedicated to delivering a great customer experience
- Good judgment when handling public criticism under paid ads
- Comfortable working without an existing playbook and building processes independently
✨ Benefits
- Competitive salary in US dollars
- Fully remote role
- Real ownership and the chance to build something from scratch
- Meaningful work: help nonprofits access the funding they need
- Workable
Full job description
About the Company
Our client is a fast-growing B2B SaaS company that helps nonprofit organizations find and secure grant funding. The company is scaling quickly, which means a growing customer base and a real opportunity to shape how customers experience the product from day one.
About the Role
As a dedicated Customer Support & Onboarding Specialist, you will be the voice of the company for new and existing customers. You will solve problems, guide customers through onboarding, and manage public conversations on social media ads. This role is ideal for someone who takes ownership, thinks independently, and enjoys helping customers.
What You'll Do
- Handle customer support tickets and emails, going into customer accounts to fix issues directly rather than only replying.
- Lead onboarding video and phone calls with new customers to drive product adoption and reduce churn.
- Manage comments on Facebook ads: answer questions, turn interested users into leads, and handle negative comments with good judgment
- Design and build the support and onboarding process from scratch, including workflows, documentation, and best practices
- Share customer feedback with the team to help improve the product and the customer experience
Requirements
- Excellent spoken and written English with a clear, neutral accent (this is essential for the role)
- Experience in customer-facing support or onboarding, ideally for a SaaS or software product
- Comfortable on camera and confident leading video calls with customers
- Strong writing skills for clear, professional, and friendly communication across email, tickets, and social media
- High emotional intelligence: a problem-solver, not a script-follower
- Responsive, communicative, and dedicated to delivering a great customer experience
- Good judgment when handling public criticism under paid ads
- Comfortable working without an existing playbook and building processes independently
Benefits
- Competitive salary in US dollars
- Fully remote role
- Real ownership and the chance to build something from scratch
- Meaningful work: help nonprofits access the funding they need
- Long-term opportunity to grow alongside the company
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