We are looking for a Technical Support & Onboarding Specialist to lead customer onboarding, manage technical support inquiries, and enhance product adoption. This role ensures a smooth customer journey from initial setup to full implementation, bridging the gap between technical support and customer success.

As an Onboarding Specialist, you will conduct onboarding meetings, guide customers through account setup, troubleshoot technical issues, and provide best-practice recommendations. Your goal is to eliminate roadblocks, enhance retention, and drive product adoption.

You will become a key member of a young, exciting and growing tech company.

Key Responsibilities

Customer Onboarding & Product Adoption

Lead onboarding meetings, product tours, and training sessions to ensure a smooth setup.
Understand customer needs and tailor the onboarding experience to their goals.
Proactively eliminate roadblocks related to setup, implementation, and support issues.
Equip customers with best practices and resources to maximize their success with BriteBiz.

Technical Support & Problem-Solving

Manage and resolve customer inquiries via Intercom, ensuring timely responses.
Assist with technical troubleshooting.
Conduct end-to-end testing to ensure system reliability.
Work closely with the customer success team to support retention and engagement efforts.

Documentation & Continuous Improvement

Develop and update knowledge base articles, FAQs, and interactive guides.
Identify and act on customer feedback to improve the onboarding process and product adoption.
Implement onboarding tools and automation to enhance efficiency.

What We’re Looking For

Technical Expertise – IT or Business Information Systems (BIS) degree with SaaS support experience. Technical training with the ability to understand and configure Webhooks/Zapier. Understanding of basic HTML, JavaScript, CSS.

Customer-Focused Approach – Strong relationship-building skills via email, phone, and video calls.

Product Expertise – Ability to develop a deep understanding of BriteBiz features to provide accurate, efficient support and address customer inquiries with confidence.

Problem-Solving & Adaptability – Quick thinking and real-time problem-solving to assess customer needs, recommend solutions, and configure BriteBiz to align with their workflows.

Project Management – Ability to manage multiple projects efficiently while staying flexible and taking on diverse responsibilities in a dynamic startup environment.

Communication & Training Skills – Ability to educate customers and simplify technical concepts.

Process-Driven Mindset – Experience optimizing onboarding workflows and improving documentation.

Bonus Qualifications & Experience

Experience in running an event or venue management.
Familiarity with accounting platforms such as QuickBooks or Xero.
Previous experience with customer support software such as Intercom or Zendesk.
Previous experience working with SaaS CRM or business management platforms.

What We Offer

Career growth in a fast-paced SaaS company.
Remote/hybrid flexibility
Ongoing learning & development opportunities.
Competitive salary based on experience.
Global exposure, working with customers across Europe and North America.

BriteBiz

New Jobs

Technical Support & Onboarding Specialist