Onboarding & Support Specialist, SaaS Customer Success

Crawford Thomas Recruiting; Beachwood (OH); Hybrid; USD 48,000 - 60,000; Full time

Benefits offered by this job

PTO

401(k) with company match

Health insurance reimbursements

Hybrid working environment

5% annual bonus

Job summary

Crawford Thomas Recruiting is seeking a proactive Onboarding & Customer Support Specialist for a B2B safety technology company in Beachwood, OH. You will guide new customers through setup, provide day-to-day support, and help drive a strong initial product value.

The role combines onboarding, technical support, and account assistance, with a focus on timely responses, CSAT targets, and collaboration with Sales, Product, and Customer Success teams. 2–3 years of related experience required.

Qualifications

• 2–3 years of experience in customer support, customer success, account management, hospitality, or retail.

Responsibilities

• Guide new customers through platform setup, account configuration, and product training.
• Assist with data imports, integrations, and initial account activation.
• Monitor early product usage and proactively support customers who are falling behind.
• Maintain onboarding documentation, checklists, and customer resources.
• Respond to customer questions through live chat, email, and support tickets.
• Troubleshoot technical issues, platform bugs, and account permissions.
• Escalate complex issues to Engineering or Tier 2 support when appropriate.
• Provide clear, accurate, and empathetic support while maintaining strong CSAT results.
• Identify common customer pain points and recommend improvements to the product and Knowledge Base.
• Collaborate with Sales, Product, and Customer Success teams to ensure smooth handoffs.
• Help develop and improve support workflows, response templates, and internal processes.

Skills

Customer support

Communication

Technical aptitude

Problem solving

Tools

HubSpot CRM

Job description

Crawford Thomas Recruiting is seeking a proactive Onboarding & Customer Support Specialist for a B2B safety technology company in Beachwood, OH. You will guide new customers through setup, provide day-to-day support, and help drive a strong initial product value.

The role combines onboarding, technical support, and account assistance, with a focus on timely responses, CSAT targets, and collaboration with Sales, Product, and Customer Success teams. 2–3 years of related experience required.