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
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