Remote Customer Onboarding & Support Specialist

Paired; Colombia; Remote; COP 145,650,000 - 242,750,000; Full time

Benefits offered by this job

Competitive salary in USD

Fully remote role

Ownership and impact

Meaningful work with nonprofits

Long-term growth

Job summary

Paired is seeking a dedicated Customer Support & Onboarding Specialist to guide nonprofit clients through onboarding, resolve issues, and manage public conversations on social media ads. This fully remote role requires ownership, independence, and a passion for helping customers.

You will lead onboarding calls, resolve tickets, craft workflows and documentation, and relay customer feedback to product teams to improve the experience. Fluent English and SaaS experience are essential.

Qualifications

• Excellent spoken and written English with a clear, neutral accent.
• Experience in customer-facing support or onboarding for SaaS or software.
• Comfortable on camera and confident leading video calls with customers.
• Strong writing skills for clear, professional communication across email, tickets, and social media.
• High emotional intelligence: a problem-solver, not a script-follower.

Responsibilities

• Handle customer support tickets and emails, accessing accounts to fix issues directly.
• Lead onboarding video and phone calls to drive product adoption and reduce churn.
• Manage comments on Facebook ads; answer questions and convert interest into leads.
• Design and build the support and onboarding process from scratch, including workflows and docs.
• Share customer feedback with the team to improve product and experience.

Skills

Excellent English

On-camera

Writing skills

Emotional intelligence

SaaS experience

Job description

Paired is seeking a dedicated Customer Support & Onboarding Specialist to guide nonprofit clients through onboarding, resolve issues, and manage public conversations on social media ads. This fully remote role requires ownership, independence, and a passion for helping customers.

You will lead onboarding calls, resolve tickets, craft workflows and documentation, and relay customer feedback to product teams to improve the experience. Fluent English and SaaS experience are essential.