Customer Experience & Onboarding Specialist

Jobtailor; Portland (OR); On-site; USD 52,000 - 76,000; Full time

Job summary

Jobtailor is seeking a Customer Support / Success specialist in Portland, OR. You will onboard new customers, coordinate schedules, provide first-line support via Intercom, email, and Slack, and maintain knowledge-base articles.

You’ll collaborate with Sales, Account Management, Data, and Product teams, track usage, and help handoffs from sales to onboarding. Strong communication and startup experience preferred.

Qualifications

• 1–3 years in customer support, customer success, account coordination, or a related client-facing role.
• Authorized to work in the United States without sponsorship.
• Comfort learning HubSpot, Intercom, Notion, Slack, and the company platform.

Responsibilities

• Onboard new customers, set up access, and distribute credentials before onboarding sessions.
• Coordinate onboarding scheduling across sales, account management, and customers.
• Provide first-line support via Intercom, email, and Slack; resolve, escalate, and track issues to resolution.
• Triage and manage incoming support tickets.
• Maintain and update customer-facing knowledge-base articles.
• Create guides, walkthroughs, and FAQs from common support patterns.
• Assist Account Managers with data exports, usage reports, and QBR preparation.
• Support sales-to-Account-Management handoffs from closed-won to active account.
• Track account-health signals and flag risks early.
• Coordinate with Data and Product teams on requested map layers and platform enhancements.
• Keep HubSpot, Intercom, and Notion current with customer data and interaction history.
• Use AI tooling for support workflows, documentation, and internal processes.

Skills

Customer Support

Account Coordination

Data Export

Usage Reporting

Support Ticket Management

Knowledge-Base Maintenance

Guide Creation

Troubleshooting

Onboarding Coordination

Risk Flagging

Tools

HubSpot

Intercom

Notion

Slack

AI Tooling

Job description

Jobtailor is seeking a Customer Support / Success specialist in Portland, OR. You will onboard new customers, coordinate schedules, provide first-line support via Intercom, email, and Slack, and maintain knowledge-base articles.

You’ll collaborate with Sales, Account Management, Data, and Product teams, track usage, and help handoffs from sales to onboarding. Strong communication and startup experience preferred.