Customer Success Specialist -

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.