Customer Onboarding and Support Specialist

Content.co is a digital job marketplace platform that connects talented freelancers like you with businesses and individuals seeking creative skills. The interactive and engaging platform offers a dynamic space for you to showcase your unique talents and connect with incredible clients from around the globe.

Content.co is looking for a Customer Onboarding and Support Specialist responsible for providing end-to-end customer onboarding and support, ensuring a positive customer experience. You will resolve technical issues, create and maintain knowledge base articles, and offer tailored recommendations to meet customers' business needs. The ideal candidate has a strong background in customer onboarding and support within a SaaS company, excellent communication skills, and the ability to work independently.

RESPONSIBILITIES

• Take complete ownership of the end-to-end customer onboarding and support process.
• Deliver exceptional customer support experience to each customer.
• Resolve technical issues and provide troubleshooting solutions.
• Ensure customer issues are resolved from start to finish, including internal communication and recommendations on best practices.
• Create and maintain Knowledge Base Articles in text, graphic, and video formats for internal and external audiences.
• Offer relevant recommendations tailored to customers' specific business needs.
• Guide customers through the setup and administration of their Account to ensure a positive initial outcome.

• Experience in customer onboarding and support within a SaaS company, helping customers maximize their business potential using technology.
• Hands-on experience with cloud applications, such as CRMs, and related technologies.
• Familiarity with customer support software and practices (e.g., Intercom).
• Ability to work independently, manage time effectively, and prioritize tasks under pressure.
• Proven ability to deliver successful customer-facing presentations and engagements with strong communication skills.
• Apply customer success principles to drive customer satisfaction.
• Resolve customer service issues and handle complex problems strategically.
• Excellent written and verbal communication skills.