Customer Success + Onboarding Specialist — Early-Stage SaaS Startup

We’re an early-stage SaaS startup getting ready to launch in the next 2–3 weeks, and I’m looking for someone awesome to come in early and help us take care of our first customers. We’ll be working with businesses in the food + beverage world, so this should actually be a really fun role. You’ll be talking to business owners, helping them get started, answering questions, collecting feedback, and making sure nobody signs up and gets lost in the shuffle. You’ll be working directly with the founder — a longtime business owner who has been featured in Forbes and is now building her first SaaS company. Definitely not a tech bro startup. 😂 We’re intentionally keeping the actual product and company details confidential in this listing. More will be shared with candidates who move forward. This is early-stage startup life. Things are moving FAST, and I’m not looking for someone who needs a perfectly mapped-out corporate job description. I need someone who can learn quickly, figure things out, communicate incredibly well, and genuinely care about the customers using what we're building. What you'll be doing -Welcoming and onboarding new users -Making sure every new customer receives the right emails and follow-ups -Responding to customer questions and support requests quickly -Checking in with customers throughout their trial -Following up with people who start a trial but don't activate or continue -Reaching out to customers via email and occasionally phone -Learning the product inside and out so you can help customers troubleshoot -Working inside our backend/admin systems -Helping manage Mailchimp, customer lists, email communications, and follow-up campaigns -Keeping track of customer feedback, feature requests, bugs, and common questions -Communicating issues and feedback back to the founder/development team -Helping us create customer success processes as we grow -Using AI every day to troubleshoot, research, write, organize, analyze feedback, and figure things out AI experience is REQUIRED 🤖 When I say AI experience, I don't mean you've opened ChatGPT a few times. You need to be highly comfortable with both ChatGPT and Claude and already know how to use them independently as part of your workflow. You should be able to use AI to help you: Troubleshoot an issue you haven't seen before Learn unfamiliar software or backend tools Research solutions Draft and improve customer communications Organize information Analyze customer feedback Create processes and documentation Work through problems without immediately needing someone else to tell you what to do Basically, if I give you access to a new system you've never used before, I want your first instinct to be: “Cool. I'll figure it out.” Not: “Can you show me how to do everything?” Responsiveness is REALLY important Especially during launch, this isn't necessarily going to be a traditional log in from 9–5 and disappear at 5:01 type of position. Hours may be flexible and sometimes random, especially as we're onboarding new groups of customers. That does NOT mean you're expected to sit at your computer 24/7. It does mean I need someone who can consistently check communication during agreed-upon availability, notice when something needs attention, and respond to customers quickly when needed. Our first customers are extremely important to us, and I want them to feel like there's an actual human on the other side who cares about their experience. *You do not need 10 years of SaaS experience* This could be an awesome opportunity for someone who has some SaaS/startup experience and wants more, someone studying tech/business, or someone early in their customer success career who wants real hands-on experience helping launch a company. You DO need to be: Highly proficient with ChatGPT + Claude Extremely comfortable with technology A fast learner A strong written communicator Friendly and confident talking to business owners Comfortable communicating through both email and phone Organized and dependable Able to work independently Comfortable figuring things out without constant direction Excited about working in a startup where we're still building processes Someone who actually enjoys helping people Experience with SaaS, startups, customer success, Mailchimp, CRMs, customer support, onboarding, or sales/outreach is a huge plus. The details...... Location: Remote Launch: Approximately 2–3 weeks, Interviews next week Hours: Flexible and may vary depending on launch/customer activity Payment: All work and hours will be tracked and paid through Upwork Confidentiality: A confidentiality agreement will be signed before full company/product access is provided. There is absolutely an opportunity for this role to grow as the company grows. When you apply... Please skip the generic AI-generated cover letter. 😉 I want to know a little about you. Tell me: Have you worked with a SaaS company, startup, or in customer success/support before? How do you currently use ChatGPT AND Claude? Give me 2–3 actual examples of how you use them in your workflow. Tell me about a piece of software or system you had to teach yourself. Are you comfortable picking up the phone and talking to customers when needed? What's your general availability? What's your hourly rate? Why does working with an early-stage startup sound fun to you? If you're looking for a perfectly structured corporate position where every process has already been figured out, this probably isn't it. But if helping onboard our very first customers, watching a product launch in real time, figuring things out alongside the founder, and potentially growing with the company sounds exciting... I definitely want to hear from you.