Customer Support & Onboarding Specialist

Interfell; United States; A distancia; USD 60.000 - 90.000; Jornada completa

Descripción de la vacante

Interfell is seeking a Customer Onboarding & Support Specialist to guide new customers through onboarding, deliver platform trainings, and support adoption of features. You will handle user inquiries, identify issues for escalation, and contribute to training materials and FAQs.

The role emphasizes clear communication, strong organizational skills, and the ability to explain technical concepts in simple terms. Experience with remote collaboration tools and a customer-focused mindset are a plus.

Formación

• Experience in customer support, onboarding, or customer success.
• Experience working with SaaS platforms (desirable).
• Strong verbal and written communication skills.
• Ability to explain technical concepts simply.
• Proficiency with digital tools and software.
• Customer orientation and problem-solving skills.
• Organizational and follow-up capabilities.

Responsabilidades

• Guide new customers through the onboarding process
• Conduct training sessions on the platform
• Support the adoption and use of functionalities
• Provide support for user inquiries and requirements
• Identify issues and escalate technical cases when necessary
• Monitor platform usage and proactively contact users
• Create and update documentation, FAQs, and training materials
• Collect customer feedback and report improvement opportunities
• Maintain records of customer interactions
• Collaborate with product, sales, and customer success teams
• Support the optimization of support and onboarding processes

Conocimientos

Communication skills

SaaS experience

Customer focus

Problem-solving

Organization skills

Plain language explanation

Herramientas

Remote collaboration tools

Descripción del empleo

Responsibilities

• Guide new customers through the onboarding process
• Conduct training sessions on the platform
• Support the adoption and use of functionalities
• Provide support for user inquiries and requirements
• Identify issues and escalat[e] technical cases when necessary
• Monitor platform usage and proactively contact users
• Create and update documentation, FAQs, and training materials
• Collect customer feedback and report improvement opportunities
• Maintain records of customer interactions
• Collaborate with product, sales, and customer success teams
• Support the optimization of support and onboarding processes

Requirements

• Experience in customer support, onboarding, or customer success
• Experience working with SaaS platforms (desirable)
• Strong verbal and written communication skills
• Ability to explain technical concepts simply
• Proficiency with digital tools and software
• Customer orientation and problem-solving skills
• Organizational and follow-up capabilities

Preferred Qualifications

• Experience in B2B environments
• Experience creating training materials
• Familiarity with remote collaboration tools
• Basic knowledge of usage analysis or product metrics
• Intermediate Portuguese (plus)