Onboarding Specialist & Customer Support

Overview The Onboarding Specialist & Customer Support plays a critical role in delivering an exceptional customer experience by ensuring every customer interaction, from initial onboarding through ongoing support, is handled with urgency, clarity, and care. This role is first and foremost responsible for providing timely, high-quality customer support, while also leading the successful onboarding and implementation of BellesBoard customers. Success in this role is defined by responsiveness, ownership, and a highly customer-centric approach. The onboarding experience must be seamless, efficient, and transparent, ensuring customers are set up for success from day one and remain confident throughout their journey. Key Responsibilities: - Customer Support: Respond promptly and professionally to customer inquiries using our case management tool Manage and prioritize incoming support cases to meet or exceed response time SLAs Act as the customer advocate when escalating tickets to internal teams, ensuring customer needs, urgency, and impact are clearly represented Take full ownership of customer issues from initial contact through resolution Troubleshoot issues, provide clear and actionable solutions, and ensure a positive customer outcome Document all interactions, actions taken, and resolutions accurately in Salesforce Escalate complex or unresolved issues while maintaining accountability and follow-through Provide timely, meaningful, and value-driven updates to customers on all open tickets Conduct a daily review of all open tickets to ensure consistent progress and communication Perform a daily review of Support dashboards to maintain visibility into workload, trends, and priority areas Maintain a high standard of empathy, professionalism, and clarity in all customer interactions - Customer Onboarding & Implementation: Lead the end-to-end onboarding of BellesBoard customers, ensuring a smooth and efficient setup process Configure customer environments accurately based on requirements, ensuring the system is set up quickly and correctly Maintain clear and proactive communication with customers throughout onboarding, providing regular progress updates and setting expectations Deliver a highly customer-centric onboarding experience, ensuring customers feel supported, informed, and confident at every step Conduct a configuration audit following system setup to ensure all components are implemented correctly and aligned with customer needs Identify risks, blockers, or gaps during onboarding and proactively address them Gather feedback to continuously improve the onboarding experience and implementation processes Qualifications: 1–3 years of experience in customer support, onboarding, implementation, or a related role Experience with case management or CRM tools Strong written and verbal communication skills Excellent problem-solving and troubleshooting abilities Strong organizational skills with the ability to manage multiple customers and timelines High attention to detail, especially in system configuration and validation Experience with SaaS onboarding or implementations is a plus Key Competencies: Strong customer-first mindset and advocacy Exceptional responsiveness and ownership Clear, proactive, and empathetic communication Attention to detail and process discipline Ability to manage multiple priorities and onboarding timelines Technical aptitude and ability to learn systems quickly Collaboration and cross-functional teamwork Success Metrics : Speed and quality of customer support responses and resolutions Customer satisfaction (CSAT) scores Timeliness and accuracy of onboarding implementations Quality and completeness of system configurations Effectiveness of onboarding communication and customer confidence Smoothness of onboarding-to-support handoff Reduction in post-onboarding issues or rework