Product Specialist - Customer Onboarding & Support
- Lead live, one-to-many onboarding webinars for new customers
- Configure the Soraban platform to meet customer needs
- Support data imports, migrations, and initial setup
- Deliver product training and best practices to ensure customers reach value quickly
- Help standardize and improve onboarding processes to make them scalable and repeatable
- Partner with internal teams to continuously improve the onboarding experience
- Provide Tier 1 support via email, chat, and phone
- Troubleshoot and resolve:
- Product usage and how-to questions
- Bug reports and issue triage
- Billing-related questions
- Light technical and data-related issues
- Escalate complex issues to Engineering while owning the customer communication and resolution end-to-end
- Track and document issues clearly to support faster resolutions and better product insights
- Share customer feedback and trends with Product and Engineering
- Help create and improve help documentation, FAQs, and internal knowledge
- Identify patterns in customer issues and suggest proactive improvements
- Surface potential expansion or upsell opportunities by creating leads when appropriate
- High customer satisfaction scores
- Strong first-contact resolution rates
- Efficient onboarding completion and time-to-value
- Clear, consistent communication with customers during issue resolution
- Positive contributions to internal dashboards tracking support and onboarding metrics
- Two or more years of experience in SaaS customer support or customer success
- Strong customer communication skills across phone, chat, and email
- Ability to explain technical concepts clearly to non-technical users
- Experience working with CRM or support tools, HubSpot experience is a plus
- Willingness to work extended hours during accounting busy season when needed
- Customer-first mindset with strong ownership and follow-through
- Familiarity with APIs
- Working knowledge of SQL
- Experience with AI-powered workflows
- Experience supporting mid-market or enterprise customers
- Make a direct impact on customers during their most important workflows
- Work with modern technology at the intersection of accounting, automation, and AI
- Join a growing team that values ownership, curiosity, and customer obsession
- Build a strong foundation for growth into Customer Success, Product, or Technical roles
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