What are the responsibilities and job description for the Customer Success Specialist – Onboarding & Support position at Crawford Thomas Recruiting?
Location: Onsite / Hybrid
Compensation: $48,000–$60,000 base 5% annual bonus
Job Type: Full-Time
Department: Customer Success
Reports To: Director of Customer Success
Experience: 2–3 Years
About The Company
They are a B2B safety technology/software company focused on helping organizations respond to emergencies and critical incidents.
Position Summary
We are seeking a proactive, customer-focused Onboarding & Customer Support Specialist to help clients get started quickly, build confidence with the platform, and resolve day-to-day questions.
This role combines customer onboarding, technical support, and account assistance. You’ll guide new customers through setup, troubleshoot issues, and collaborate with internal teams to deliver a strong customer experience.
This is an excellent opportunity for someone looking to grow a career in Customer Success, SaaS operations, or Account Management.
Key Responsibilities
Customer Onboarding
First 30 Days – Product Knowledge
Required:
Compensation: $48,000–$60,000 base 5% annual bonus
Job Type: Full-Time
Department: Customer Success
Reports To: Director of Customer Success
Experience: 2–3 Years
About The Company
They are a B2B safety technology/software company focused on helping organizations respond to emergencies and critical incidents.
Position Summary
We are seeking a proactive, customer-focused Onboarding & Customer Support Specialist to help clients get started quickly, build confidence with the platform, and resolve day-to-day questions.
This role combines customer onboarding, technical support, and account assistance. You’ll guide new customers through setup, troubleshoot issues, and collaborate with internal teams to deliver a strong customer experience.
This is an excellent opportunity for someone looking to grow a career in Customer Success, SaaS operations, or Account Management.
Key Responsibilities
Customer Onboarding
- Guide new customers through platform setup, account configuration, and product training.
- Assist with data imports, integrations, and initial account activation.
- Monitor early product usage and proactively support customers who are falling behind.
- Maintain onboarding documentation, checklists, and customer resources.
- Respond to customer questions through live chat, email, and support tickets.
- Troubleshoot technical issues, platform bugs, and account permissions.
- Escalate complex issues to Engineering or Tier 2 support when appropriate.
- Provide clear, accurate, and empathetic support while maintaining strong CSAT results.
- Identify common customer pain points and recommend improvements to the product and Knowledge Base.
- Collaborate with Sales, Product, and Customer Success teams to ensure smooth handoffs.
- Help develop and improve support workflows, response templates, and internal processes.
- Maintain a target CSAT score of 90% or higher.
- Help customers reach initial product value within approximately 14 days of handoff.
- Maintain a first response time of less than 1 hour for email inquiries.
- Achieve a target first-contact resolution rate of 70% on standard support tickets.
- Manage approximately 10–15 customer onboardings per month once fully ramped.
First 30 Days – Product Knowledge
- Complete product and systems training.
- Shadow support specialists on customer tickets and chats.
- Shadow onboarding team members on customer kickoff and training calls.
- Learn internal documentation, SOPs, and support processes.
- Complete a product and systems assessment.
- Begin independently handling Tier 1 support tickets with senior review.
- Lead portions of customer onboarding calls with guidance from senior team members.
- Learn internal escalation processes and cross-functional workflows.
- Manage support tickets and chat channels independently.
- Conduct customer onboarding journeys from kickoff through activation.
- Handle common troubleshooting issues and customer setup challenges.
- Complete a formal onboarding assessment and demonstrate product fluency, troubleshooting ability, and customer communication skills.
Required:
- 2–3 years of experience in customer support, customer success, account management, hospitality, or retail.
- Excellent written and verbal communication skills.
- Ability to explain technical concepts in clear, easy-to-understand language.
- Strong technical aptitude and ability to quickly learn new software platforms.
- Patient, detail-oriented, and customer-focused approach to problem solving.
- Strong time management skills with the ability to balance support requests and scheduled onboarding activities.
- Experience with helpdesk or CRM platforms such as HubSpot.
- Experience creating video tutorials or customer support documentation.
- Familiarity with SaaS metrics such as CSAT, churn, and NPS.
- $48,000–$60,000 base salary.
- 5% annual bonus opportunity, evaluated quarterly and tied to team CSAT, onboarding, retention, and individual KPIs.
- PTO.
- 401(k) with 3% company match after 1 year.
- Health insurance reimbursements.
- Hybrid working environment.
Salary : $48,000 - $60,000