Customer Support & Onboarding Officer ( Female)

About the Role

We are looking for an experienced, customer-focused Customer Support & Onboarding Specialist to join our Customer Success team. In this role, you will be the main point of contact for our customers. You will make sure they are welcomed properly, onboarded successfully and supported fully as they use our platform.

You will guide new customers through setup and product adoption, answer their questions accurately and quickly, and resolve their concerns with professionalism and care. You will also work closely with our product and technical teams, sharing customer feedback and helping us keep improving our services.

The right candidate communicates clearly, solves problems well, stays organized and patient, and wants every customer to have a smooth, positive experience.

Key Responsibilities

Customer Support

Respond to customer inquiries by email , live chat, phone and tickets quickly and professionally.

Troubleshoot and resolve customer issues, and escalate complex cases to the right team.

Handle difficult customers calmly and follow up to confirm they are satisfied.

Customer Onboarding

Guide new customers through account setup, platform configuration and first use.

Run onboarding sessions, product demos and walkthroughs.

Track onboarding progress and give extra help to customers who need it.

Customer Relationship & Retention

Build strong, long-term relationships with customers.

Spot early signs of dissatisfaction and contact at-risk customers proactively.

Documentation & Reporting

Keep accurate records of customer interactions in the CRM or helpdesk system.

Create and update help articles, FAQs and onboarding guides.

Prepare regular reports on support activity and customer metrics such as CSAT and NPS.

Collaboration & Improvement

Share customer feedback and feature requests with the product and technical teams.

Suggest improvements to support processes and the customer experience.

Meet set targets for response time, resolution time and customer satisfaction.

Required Qualifications

• A bachelor’s degree in Business Administration, Communications, IT or a related field, or equivalent work experience.

At least 3 years of proven experience in customer support, client onboarding or customer success.

Excellent written and spoken English.

Hands-on experience with helpdesk and CRM tools such as Zendesk, Freshdesk, HubSpot or Intercom.

Strong problem-solving skills and the ability to explain technical information in simple terms.

Good organizational and multitasking skills, with attention to detail.

A customer-first mindset with patience, empathy and professionalism.

Ability to work independently and stay productive in a remote setting.

A reliable high-speed internet connection and a quiet work-from-home setup.

Willingness to work flexible hours or shifts based on business needs.

Must Have Skills

• Communication: Clear and professional written and spoken English for email s, chats and calls.

Customer Service: Patience, empathy and a solution-focused approach with every customer.

Problem-Solving: Ability to find issues quickly and give effective solutions.

Onboarding & Training: Ability to run product walkthroughs and explain features in simple terms.

Helpdesk & CRM Tools: Hands-on experience with Zendesk, Freshdesk, HubSpot, Intercom or similar tools.

Time Management: Ability to handle several customer requests and priorities at once.

Attention to Detail: Accurate record-keeping and careful follow-up on every case.

Adaptability: Ability to learn new products and tools quickly in a fast-paced environment.

Teamwork: Ability to work well with product, technical and sales teams.

Self-Discipline: Ability to work independently and stay accountable in a remote setting.

Good to Have

• Experience running product demos, walkthroughs and training sessions for new customers.

Familiarity with onboarding tools such as WalkMe, Userpilot, Appcues or Loom.

Ability to create user guides, video tutorials and onboarding materials.

Previous experience supporting SaaS or technology-based products.

A basic understanding of web applications and common technical issues.

Experience with multi-channel support across email , chat, phone and social media.

Knowledge of customer metrics such as CSAT, NPS and retention rate.

Experience supporting international customers in different time zones.

Technical Skills & Tools

Helpdesk & CRM: Zendesk, Freshdesk, HubSpot, Intercom

Onboarding & Video: WalkMe, Userpilot, Loom

Communication: Slack, Zoom, Google Meet

Project Management: Jira, Trello, ----------

Productivity: Google Workspace, Microsoft Office