Support & Onboarding Specialist

Position Overview

As our Support & Onboarding Specialist, you’ll be the first point of contact for new customers—guiding them through setup, training them on key features, and ensuring they get up and running smoothly. You’ll also field incoming support requests, troubleshoot issues, and feed product feedback back to the team to continuously improve the experience.

Key Responsibilities

Customer Onboarding
- Own the end-to-end onboarding process for new accounts, from kickoff calls to go-live
- Develop and deliver tailored training sessions (live demos, recorded tutorials, written guides)
Technical Support
- Respond promptly to support tickets via email, chat, and phone
- Diagnose and resolve user issues—escalating complex bugs to Engineering when needed
Documentation & Resources
- Create and maintain up-to-date onboarding materials, FAQs, and knowledge-base articles
- Continuously refine templates, checklists, and guides based on common questions
Customer Advocacy & Feedback
- Proactively check in during the first 30–60 days to ensure adoption and satisfaction
- Collect feature requests and usability feedback; share insights with Product and CSM teams
Cross-Functional Collaboration
- Partner with Sales to ensure a smooth handoff of new customers
- Work with Customer Success Managers to transition accounts into ongoing success programs

Qualifications

Education & Experience
- Bachelor’s degree in Business, Communications, or related field (or equivalent experience)
- 2+ years in a customer-facing role (SaaS onboarding, technical support, or account management)
Core Skills
- Stellar verbal and written communication—able to simplify technical concepts for non-technical users
- Strong problem-solving mindset; able to diagnose issues and document clear workarounds
- Excellent time management; comfortable juggling multiple customer engagements
Technical Proficiency
- Familiarity with CRM/Helpdesk tools (e.g. Zendesk, Intercom, HubSpot Service Hub)
- Experience creating tutorials in tools like Loom, PowerPoint, or Confluence
- Comfortable navigating web apps and reading basic logs or console messages
Desired Attributes
- Empathetic listener who genuinely enjoys helping customers succeed
- Detail-oriented, with a knack for spotting gaps in documentation or processes
- Proactive collaborator who seeks feedback and iterates quickly

What We Offer

Competitive salary and performance bonus
Flexible work arrangements and generous PTO
Professional development budget and mentorship opportunities
Health, dental, and vision benefits

If you’re passionate about delivering world-class onboarding experiences and supporting customers every step of the way, we’d love to meet you!

What GoCSM Helps You Do

See What’s Working. Fix What’s Not.

Help Customers When They Need It

Show Off What They’re Missing

Protect Your Revenue

Visualize Retention Over Time

Filter & Prioritize Accounts

Support & Onboarding Specialist

Position Overview

Key Responsibilities

Qualifications

What We Offer

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