3+ years experience in client onboarding in a SaaS or tech environment
Product or technical support experience
Experience with performance tracking or reporting
Strong data analysis skills and proficiency with spreadsheets and dashboards
Requirements:
Lead client onboarding and walkthroughs, guiding new clients through setup and explaining platform functionality and best practices
Provide first-line product technical support, troubleshoot setup and configuration issues, and escalate complex problems to internal teams
Monitor AI campaign performance, review dashboards, identify trends or issues, and communicate insights to clients
Support product launches and updates, maintain documentation, and ensure a smooth handover from sales to onboarding
Job description
An Australian-based AI-powered sales and customer engagement platform for service-based businesses is seeking a Client Onboarding and Product Support Specialist. This role will work closely with the existing support team to onboard new customers, provide live usage support, and monitor the performance of AI-driven call handling and appointment booking campaigns within the platform.
Full-time (40 hours/week)
Remote Job
Working Hours: AWTS (Australian West Standard Time)
Monthly Salary: $1120-1600
Start Date: ASAP
What You'll Be Doing: As a Client Onboarding and Product Support Specialist, you will guide new clients through setup, provide first-line technical support, monitor campaign performance, and ensure a seamless client experience on the platform. You'll work closely with the support team to optimize client outcomes and maintain high standards of communication.
Client Onboarding & Communication
Onboard new client locations onto the platform.
Lead onboarding calls and walkthroughs (Zoom/video).
Explain platform functionality, workflows, and best practices clearly.
Maintain professional and confident client-facing communication.
Product & Technical Support
Serve as first-line support for client questions and issues.
Troubleshoot common setup, product, and configuration issues.
Escalate complex technical problems to internal teams.
Collaborate closely with the existing support team.
Campaign Performance Management
Monitor AI campaign performance and review dashboards.
Identify trends, underperformance, or setup issues.
Communicate insights and updates to clients.
Flag issues or opportunities internally for improvement.
Ongoing Support & Operations
Support product launches and updates.
Assist with ongoing client account management.
Maintain accurate documentation and internal notes.
Ensure a smooth handover from sales to onboarding.
What You'll Bring:
3+ years experience with:
Client onboarding in a SaaS or tech environment
Product or technical support
Performance tracking or reporting
Confident on video calls and in direct client-facing interactions.
Strong data analysis skills (comfortable with spreadsheets and dashboards).
High attention to detail and structured approach to work.
Able to work independently and prioritize tasks effectively.
Nice-to-Haves:
Experience with digital marketing, funnels, or campaign analytics.
Familiarity with CRM or SaaS tools (e.g., HubSpot, Monday.com, Stripe).
Understanding of performance metrics, conversions, and ROI.
