Customer Support & Onboarding Specialist

We are looking for a Customer Support & Onboarding Specialist to guide new customers from signup to full adoption of our platform.

You will manage the onboarding process, set up system integrations and marketing infrastructure, and provide ongoing support to ensure customers use the platform effectively.

As the main point of contact, you will create a smooth, professional, and valuable customer experience.

Who Are We?

We are a SaaS company that provides a marketing automation platform for businesses.

The position is 100% remote.

Responsibilities

• Manage the full customer onboarding process, from welcome and kickoff meetings to full platform adoption.
• Set clear expectations with customers and define responsibilities, while creating structured onboarding plans and ensuring timely go-live.
• Guide system integrations and set up initial account configurations, company profile, and billing, coordinating with both customer and internal technical teams.
• Establish initial marketing infrastructure, including automated customer journeys, and ensure proper implementation.
• Provide ongoing support for strategic customers, including troubleshooting, optimization, and adoption of additional features.

Requirements

• Experience in Onboarding, Customer Success, or Account Management roles within e-commerce / Marketing Automation / Email Marketing companies- Must.
• Significant experience in advanced technical support, including webhooks, APIs, and working with business automation tools such as Make, Zapier, etc.
• Experience working with B2B clients.
• Experience with SaaS platforms.