Client Success Specialist, AI-Powered SaaS (Hybrid)

Ontic; Austin (TX); Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

Competitive Salary

Medical, Vision & Dental Benefits

401k

Stock Options

HSA Contribution

Learning Stipend

Flexible PTO Policy

Quarterly ME days

Generous Parental Leave policy

Home Office Stipend

Mobile Phone Reimbursement

Home Internet Reimbursement for Remote

Anniversary & Milestone Celebrations

Job summary

Ontic in Austin, TX is seeking a client-facing Support Specialist to join the Success team, handling onboarding and ongoing support for our SaaS platform. You’ll engage directly with clients, resolve issues, and ensure a seamless experience while documenting processes and improving knowledge resources.

The role collaborates with Product and Development, supports cross-functional teams, and requires strong communication and proactive problem-solving in a hybrid Austin environment.

Qualifications

• 3-5 years of software support or onboarding experience in a fast-paced SaaS environment.
• Proven ability to manage diverse client requests and drive timely resolutions.
• Familiarity with AI-native support practices and automation tools.
• Experience working with cross-functional teams and offshore partners.

Responsibilities

• Maintain and respond to support/tasks in Ontic's help desk system.
• Own a wide variety of client requests from start to finish with updates to stakeholders.
• Create and improve internal and external support documentation.
• Act as a liaison between clients and development to resolve issues.
• Report on metrics related to client issues, themes, bug closure, and SLAs.
• Collaborate with Client Success, Product, and development teams to exceed client expectations.
• Be a client-facing representative of Ontic with a solution-oriented mindset.
• Assist in updating the client knowledge portal.

Skills

Software support

Onboarding services

Ticket queue management

AI-native support practices

Client communication

Cross-functional collaboration

Freshdesk experience

Jira experience

Salesforce experience

Excel / Google Sheets

Office tools (G Suite, Zoom, Slack)

Tools

Freshdesk

Jira

Salesforce

Excel

Google Sheets

G Suite

Zoom

Slack

Job description

Ontic in Austin, TX is seeking a client-facing Support Specialist to join the Success team, handling onboarding and ongoing support for our SaaS platform. You’ll engage directly with clients, resolve issues, and ensure a seamless experience while documenting processes and improving knowledge resources.

The role collaborates with Product and Development, supports cross-functional teams, and requires strong communication and proactive problem-solving in a hybrid Austin environment.