Customer Support & Onboarding Specialist
New
P
PairedSaaS, nonprofit grant funding
Location: ColombiaContract
Salary not disclosed
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Job Details
- Languages
- Excellent spoken and written English with a clear, neutral accent (this is essential for the role)
- Required Skills
- SaaSCustomer support
Requirements
- Have excellent spoken and written English with a clear, neutral accent.
- Have experience in customer-facing support or onboarding, ideally for a SaaS or software product.
- Be comfortable on camera and confident leading video calls with customers.
- Write clearly and professionally across email, tickets, and social media.
- Use sound judgment when handling public criticism under paid ads.
- Be responsive, communicative, and dedicated to delivering a great customer experience.
- Be comfortable working without an existing playbook and building processes independently.
Responsibilities
- Handle customer support tickets and emails, accessing customer accounts to fix issues directly.
- Lead onboarding video and phone calls with new customers to drive product adoption and reduce churn.
- Manage comments on Facebook ads, answer questions, turn interested users into leads, and handle negative comments with good judgment.
- Design and build support and onboarding processes, including workflows, documentation, and best practices.
- Share customer feedback with the team to help improve the product and customer experience.
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