Onboarding & Support Location:

Onsite /

Hybrid Compensation:

$48,000-$60,000 base + 5% annual bonus

Job Type:

Full-Time Department:

Customer Success Reports To:

Director of Customer Success Experience:

2-3 Years

ABOUT THE COMPANY

They are a B2B safety technology/software company focused on helping organizations respond to emergencies and critical incidents.

POSITION SUMMARY

We are seeking a proactive, customer-focused Onboarding & Customer Support Specialist to help clients get started quickly, build confidence with the platform, and resolve day-to-day questions. This role combines customer onboarding, technical support, and account assistance. You'll guide new customers through setup, troubleshoot issues, and collaborate with internal teams to deliver a strong customer experience. This is an excellent opportunity for someone looking to grow a career in Customer Success, SaaS operations, or Account Management.

KEY RESPONSIBILITIES

Customer Onboarding

Guide new customers through platform setup, account configuration, and product training.
Assist with data imports, integrations, and initial account activation.
Monitor early product usage and proactively support customers who are falling behind.
Maintain onboarding documentation, checklists, and customer resources. Customer Support
Respond to customer questions through live chat, email, and support tickets.
Troubleshoot technical issues, platform bugs, and account permissions.
Escalate complex issues to Engineering or Tier 2 support when appropriate.
Provide clear, accurate, and empathetic support while maintaining strong CSAT results. Continuous Improvement
Identify common customer pain points and recommend improvements to the product and Knowledge Base.
Collaborate with Sales, Product, and Customer Success teams to ensure smooth handoffs.
Help develop and improve support workflows, response templates, and internal processes.

PERFORMANCE EXPECTATIONS

Maintain a target CSAT score of 90% or higher.
Help customers reach initial product value within approximately 14 days of handoff.
Maintain a first response time of less than 1 hour for email inquiries.
Achieve a target first-contact resolution rate of 70% on standard support tickets.
Manage approximately 10-15 customer onboardings per month once fully ramped.

90-DAY

DEVELOPMENT PLAN

First 30 Days - Product Knowledge

Complete product and systems training.
Shadow support specialists on customer tickets and chats.
Shadow onboarding team members on customer kickoff and training calls.
Learn internal documentation, SOPs, and support processes.
Complete a product and systems assessment. Days 31-60 - Active Customer Support
Begin independently handling Tier 1 support tickets with senior review.
Lead portions of customer onboarding calls with guidance from senior team members.
Learn internal escalation processes and cross-functional workflows. Days 61-90 - Full Execution
Manage support tickets and chat channels independently.
Conduct customer onboarding journeys from kickoff through activation.
Handle common troubleshooting issues and customer setup challenges.
Complete a formal onboarding assessment and demonstrate product fluency, troubleshooting ability, and customer communication skills.

QUALIFICATIONS

Required:

2-3 years of experience in customer support, customer success, account management, hospitality, or retail.
Excellent written and verbal communication skills.
Ability to explain technical concepts in clear, easy-to-understand language.
Strong technical aptitude and ability to quickly learn new software platforms.
Patient, detail-oriented, and customer-focused approach to problem solving.
Strong time management skills with the ability to balance support requests and scheduled onboarding activities.

Preferred:

Experience with helpdesk or CRM platforms such as HubSpot.
Experience creating video tutorials or customer support documentation.
Familiarity with SaaS metrics such as CSAT, churn, and

NPS. COMPENSATION & BENEFITS

$48,000-$60,000 base salary.
5% annual bonus opportunity, evaluated quarterly and tied to team CSAT, onboarding, retention, and individual KPIs.
PTO.
401(k) with 3% company match after 1 year.
Health insurance reimbursements.
Hybrid working environment.

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