Customer Support and Onboarding Specialist

Summary

The job is for a Customer Support and Onboarding Specialist at Tesorio, a financial technology company. The role involves guiding new customers through the onboarding process, providing product demonstrations, developing customized onboarding plans, and resolving customer issues. The candidate should have 3 years of experience in technical support, customer success, and onboarding for SaaS, with prior experience working in a remote environment and for a Series A-C startup serving global customers.

Requirements

• 3 years of experience in technical support, customer success, and onboarding for SaaS
• 1-3 years of experience working in a remote environment
• Prior experience working for a Series A-C startup serving global customers
• Familiarity with a support ticketing system - Jira

Responsibilities

• Welcome and engage new customers by guiding them through Tesorio’s onboarding process
• Conduct product demonstrations, configuration, and training sessions tailored to customer needs
• Develop customized onboarding plans that align with the customer’s specific goals and use cases
• Collaborate with Sales and Customer Success Managers to ensure a smooth onboarding experience
• Work with Tesorio partners to provide project management support across multiple stakeholders
• Proactively engage with customers post-onboarding to ensure continued success and satisfaction
• Research, troubleshoot, and resolve end-user issues via email and live chat, following up to ensure resolution and customer satisfaction
• Validate user-reported issues by reproducing steps, reviewing logs, and identifying potential causes, while documenting findings for internal teams
• Communicate effectively with customers by asking clarifying questions, providing workflow best practices, and offering creative solutions

Preferred Qualifications

• Prior experience in consultative services
• Prior experience in a finance startup
• Prior experience in change management

Benefits

• Competitive salary, commission plan, and stock options
• Opportunity to work in a high-growth SaaS company with a strong, results-oriented culture
• Comprehensive Health Insurance (Medical, Dental & Vision)
• Paid vacation, sick time, and company holidays
• Long-Term Disability Coverage
• 401(k) Plan
• Stipends for Health & Wellness and Personal Growth
• Choice of Mac or Windows laptop
• Noise-canceling headphones
• Choice between a home office buildout or expensing a co-working space