Title:
Support & Onboarding Specialist
Job Type:
Full-time
Target Start Date:
ASAP
Work Location/Structure:
Boston, MA (Hybrid)
About the Opportunity:
Our client, a leader in the SaaS industry, is looking for a skilled Support & Onboarding Specialist
to join their team for a full-time engagement. You’ll work closely with our Support & Onboarding Lead to ensure new dealerships are successfully launched and existing clients receive timely, effective support. You’ll assist with account setup, troubleshoot technical issues, and guide customers through our tools and best practices. This role is ideal for someone who enjoys problem-solving, clear communication, and helping customers succeed in a fast-paced environment.
What You’ll Do:
- Support the onboarding process for new dealership clients — assisting with setup, configuration, and go-live coordination.
- Respond to customer inquiries via email, chat, and our ticketing platform (Freshdesk) with accuracy and professionalism.
- Troubleshoot platform and website integration issues, such as lead delivery, VIN decoding, or form tracking.
- Collaborate with the Support & Onboarding Lead to escalate and resolve more complex technical cases.
- Provide guidance to customers on platform functionality, configuration options, and best practices.
- Monitor live sites post-launch to ensure smooth performance and proper lead flow.
- Help maintain internal documentation and contribute to our customer-facing Help Center.
- Identify recurring questions or patterns that can improve onboarding efficiency or customer experience.
- 1–3 years of experience in customer support, onboarding, or client success (preferably in transactional SaaS or automotive tech).
- Strong written and verbal communication skills — clear, professional, and approachable.
- Excellent troubleshooting and problem-solving abilities.
- Experience using helpdesk and CRM tools (Freshdesk, Zendesk, Salesforce, or similar).
- Comfortable learning new software and explaining technical concepts to non-technical users.
- Familiarity with website integrations, Google Analytics (GA4), or GTM is a plus.
- Highly organized and dependable with strong follow-through.
- Positive attitude, collaborative mindset, and genuine interest in helping customers succeed.
