An Australian-based AI-powered sales and customer engagement platform for service-based businesses is seeking a Client Onboarding and Product Support Specialist. This role will work closely with the existing support team to onboard new customers, provide live usage support, and monitor the performance of AI-driven call handling and appointment booking campaigns within the platform.

Full-time (40 hours/week)
Remote Job
Working Hours: AWTS (Australian West Standard Time)
Monthly Salary: $1120-1600
Start Date: ASAP

What You'll Be Doing:

As a Client Onboarding and Product Support Specialist, you will guide new clients through setup, provide first-line technical support, monitor campaign performance, and ensure a seamless client experience on the platform. You'll work closely with the support team to optimize client outcomes and maintain high standards of communication.

Client Onboarding & Communication

Onboard new client locations onto the platform
Lead onboarding calls and walkthroughs (Zoom/video)
Explain platform functionality, workflows, and best practices clearly
Maintain professional and confident client-facing communication

Product & Technical Support

Serve as first-line support for client questions and issues
Troubleshoot common setup, product, and configuration issues
Escalate complex technical problems to internal teams
Collaborate closely with the existing support team

Campaign Performance Management

Monitor AI campaign performance and review dashboards
Identify trends, underperformance, or setup issues
Communicate insights and updates to clients
Flag issues or opportunities internally for improvement

Ongoing Support & Operations

Support product launches and updates
Assist with ongoing client account management
Maintain accurate documentation and internal notes
Ensure a smooth handover from sales to onboarding

What You'll Bring:

3+ years experience with:

Client onboarding in a SaaS or tech environment
Product or technical support
Performance tracking or reporting

Confident on video calls and in direct client-facing interactions
Strong data analysis skills (comfortable with spreadsheets and dashboards)
High attention to detail and structured approach to work
Able to work independently and prioritize tasks effectively

Nice-to-Haves:

Experience with digital marketing, funnels, or campaign analytics
Familiarity with CRM or SaaS tools (e.g., HubSpot, Monday.com, Stripe)
Understanding of performance metrics, conversions, and ROI

Recruitment Process:

Initial Interview (HR/Recruiter)
Client Interview