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.

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