Customer Support & Onboarding Specialist for a SaaS Company (US Based-Remote)

About the Company

Our client is a fast-growing B2B SaaS company that helps nonprofit organizations find and secure grant funding. The company is scaling quickly, which means a growing customer base and a real opportunity to shape how customers experience the product from day one.

About the Role

As a dedicated Customer Support & Onboarding Specialist, you will be the voice of the company for new and existing customers. You will solve problems, guide customers through onboarding, and manage public conversations on social media ads. This role is ideal for someone who takes ownership, thinks independently, and enjoys helping customers.

What You'll Do

• Handle customer support tickets and emails, going into customer accounts to fix issues directly rather than only replying.
• 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 the support and onboarding process from scratch, including workflows, documentation, and best practices
• Share customer feedback with the team to help improve the product and the customer experience

Requirements

• Excellent spoken and written English with a clear, neutral accent (this is essential for the role)
• Experience in customer-facing support or onboarding, ideally for a SaaS or software product
• Comfortable on camera and confident leading video calls with customers
• Strong writing skills for clear, professional, and friendly communication across email, tickets, and social media
• High emotional intelligence: a problem-solver, not a script-follower
• Responsive, communicative, and dedicated to delivering a great customer experience
• Good judgment when handling public criticism under paid ads
• Comfortable working without an existing playbook and building processes independently

Benefits

• Competitive salary in US dollars
• Fully remote role
• Real ownership and the chance to build something from scratch
• Meaningful work: help nonprofits access the funding they need
• Long-term opportunity to grow alongside the company