Job Title: Customer Support & Onboarding Specialist
Location: Remote (Preferred hours: M–F, 8 AM – 5 PM PST)

About the Role
We’re looking for a versatile and customer-focused Customer Support & Onboarding Specialist to be the face of our support and onboarding experience. This individual will play a dual role: responding to customer support tickets, troubleshooting technical issues, and serving as a trusted partner in guiding new clients through a structured onboarding process.
You’ll work closely with our engineering team to escalate and relay issues, advocate for customers, and ensure every user feels supported, informed, and empowered to use our software confidently.

Key Responsibilities
Customer Success & Support

Manage and resolve customer inquiries and issues via our ticketing system (Freshdesk).
Triage and troubleshoot software-related problems with accuracy and efficiency.
Collaborate with engineering to escalate complex issues and ensure proper resolution.
Document common issues and maintain clear communication internally and externally.
Apply process-oriented thinking to track and improve support workflows.

Client Onboarding

Lead new clients through our onboarding process in a step-by-step, patient, and polished manner.
Adapt to client questions mid-process while ensuring adherence to our onboarding flow.
Walk users through our software, addressing setup, best practices, and key workflows.
Understand technical concepts and product logic well enough to explain them simply.
Collaborate with internal teams to continuously improve the onboarding experience.

Who You Are

Experienced: 2–4+ years in a software support or help desk environment, preferably in SaaS.
Technically Savvy: Comfortable troubleshooting software issues; exposure to IOT systems like safes or lockers is a plus.
Communicative: Strong verbal and written communication skills; professional, polished, and patient with customers.
Process-Driven: Highly organized with strong attention to detail and a methodical approach to handling issues.
Empathetic: Genuinely cares about helping people and improving customer experience.
Adaptable: Able to learn quickly and guide clients through evolving software features.

Preferred Qualifications

Experience using Freshdesk or similar ticketing platforms (preferred, not required).
Background in healthcare, veterinary tech, or medical software a strong plus.
Exposure to hardware support or troubleshooting IOT systems (bonus).
Familiarity with onboarding or customer training processes in a SaaS company.

Benefits

Flexible remote work
Collaborative, mission-driven team
Opportunity to grow with a high-impact company in the healthcare space

Customer Success / Onboarding (Remote- SOUTH AFRICA) - 36218701965