Remote SaaS Support & Onboarding Specialist

Hurma; Polska; Hybrid; PLN 155,000 - 272,000; Full time

Job summary

Five Star Job is a Canadian SaaS company building a unified platform for service businesses. We seek a proactive Support & Onboarding Specialist to guide customers through setup, onboarding, and optimization. You’ll train teams, explain workflows, and troubleshoot with internal teams to deliver high-quality support.

Remote, globally oriented role with AI-assisted tools and growth opportunities. You’ll work with a customer-centric team, manage multiple clients, and help identify product

Qualifications

• Customer support or onboarding experience required.
• SaaS/CRM/ERP experience is a strong advantage.
• Excellent written and spoken English (minimum B2).
• Ability to explain complex concepts clearly to different customers.
• Strong problem-solving and root-cause analysis.
• Customer-focused with willingness to go the extra mile.
• Adaptable to fast-growing SaaS environment.
• Tech-savvy with comfort in troubleshooting.
• Interest in using AI tools to improve support.

Responsibilities

• Guide new customers through platform setup, configuration, and onboarding.
• Conduct onboarding and training sessions for customers and their teams.
• Explain platform functionality, workflows, best practices, and alternative solutions.
• Help customers understand how Five Star Job can improve their business processes.
• Respond to customer questions and resolve support issues through clear and professional communication.
• Troubleshoot customer problems and coordinate with internal teams when deeper technical or product assistance is required.
• Use AI-powered tools to assist with support tasks, review AI-generated responses, and ensure all customer communication is accurate and professional.
• Manage difficult customer situations and turn concerns into positive customer experiences.
• Maintain accurate records of customer interactions, issues, requests, and onboarding progress.
• Identify recurring customer problems and onboarding challenges.
• Collect customer feedback and communicate valuable insights to the Product Team.
• Help identify opportunities to improve the product, documentation, training materials, and customer experience.
• Support and mentor new team members as they join the Support Team.

Skills

Customer Support

SaaS Experience

English Proficiency

Problem Solving

Customer Orientation

Adaptability

Technical Troubleshooting

AI Tools

Organizational Skills

Job description

Hey there! Five Star Job is a Canadian SaaS company building the next generation of software for service businesses. Our platform brings together everything a service company needs to run its business in one place — eliminating the need to rely on multiple disconnected tools and systems.

From operations and scheduling to customer management, team workflows, communication, reporting, and other essential business functions, our goal is simple: one powerful platform that brings the entire business together.

What makes Five Star Job different is that our founders have already built and operated a successful service business in Canada, reaching the Top 3 in the industry. We understand firsthand how service businesses operate, where they struggle, and what they actually need from their software. This real-world experience allows us to combine proven best practices with flexible, customizable solutions designed around the unique needs of each business.

As we continue growing our SaaS business, we’re looking for a proactive and customer-focused Support & Onboarding Specialist who will help our customers successfully implement the platform, understand its capabilities, and get maximum value from it.

If you enjoy working with people, solving problems, explaining complex things clearly, and helping businesses improve the way they operate, we’d love to meet you.

You Are Our Colleague If:

We’re looking for someone who is customer-oriented, proactive, organized, and genuinely enjoys helping people. You should be comfortable learning software products, understanding business processes, and guiding customers through new systems.

Here’s what makes you a great fit:

- Customer Support Experience: Previous experience in customer support, customer success, onboarding, account management, or a similar role.

- SaaS / Software Experience: Experience working with SaaS products, CRM, ERP, field service management, or other business software is a strong advantage.

- Communication Skills: Excellent written and spoken English (minimum B2) and the ability to explain things clearly to different types of customers.

- Problem-Solving: Able to understand customer problems, investigate their root causes, and provide practical solutions.

- Customer Orientation: You genuinely care about customer success and are willing to go the extra mile to help customers achieve results.

- Adaptability: Comfortable learning new features, workflows, and technologies in a fast-growing SaaS environment.

- Technical Confidence: Comfortable working with software, troubleshooting issues, and quickly learning new systems.

- AI Tools: Interested in using AI tools to improve support efficiency while maintaining high-quality and accurate customer communication.

Organization: Able to manage multiple customers, prioritize requests, and maintain accurate records in CRM and support systems.

What You’ll Be Doing

- Guide new customers through platform setup, configuration, and onboarding.

- Conduct onboarding and training sessions for customers and their teams.

- Explain platform functionality, workflows, best practices, and alternative solutions.

- Help customers understand how Five Star Job can improve their business processes.

- Respond to customer questions and resolve support issues through clear and professional communication.

- Troubleshoot customer problems and coordinate with internal teams when deeper technical or product assistance is required.

- Use AI-powered tools to assist with support tasks, review AI-generated responses, and ensure all customer communication is accurate and professional.

- Manage difficult customer situations and turn concerns into positive customer experiences.

- Maintain accurate records of customer interactions, issues, requests, and onboarding progress.

- Identify recurring customer problems and onboarding challenges.

- Collect customer feedback and communicate valuable insights to the Product Team.

- Help identify opportunities to improve the product, documentation, training materials, and customer experience.

- Support and mentor new team members as they join the Support Team.

What You Will Get

- Fully remote work arrangement.

- Opportunity to work for a Canadian SaaS company with an ambitious international vision.

- Direct involvement in building and improving a product from an early growth stage.

- Professional growth opportunities within a rapidly developing technology company.

- Regular training and ongoing support.

- Opportunity to work with modern SaaS and AI-powered tools.

- A collaborative, ambitious, and results-oriented team environment.

- The opportunity to directly influence the customer experience and the evolution of the product.

Why Five Star Job?

- Built by Service Business Experts: Our founders have successfully built and operated a service business in Canada, giving us first-hand knowledge of the industry's real operational challenges.

- Real-World Expertise: We don't build software based only on theory. Our platform is shaped by years of practical experience running and scaling a service business.

- All-in-One Platform: Five Star Job brings essential business functions together in one ecosystem, reducing the need for multiple disconnected software solutions.

- Best Practices + Customization: We combine proven industry best practices with the flexibility to adapt the platform to each customer's unique workflows and requirements.

- One Platform. One Business: Our vision is to give service companies everything they need to manage and grow their business without having to rely on a dozen different tools.

- Big Ambitions: We are building a product designed to become a leading operating platform for service businesses across North America and beyond.

Ready to help service businesses operate smarter and get more value from their technology?

Apply now and become part of Five Star Job — a team building the future of service business software.