Customer Support & Onboarding Specialist ES - Interfell (Remote)

Customer Support & Onboarding Specialist

The Customer Support & Onboarding Specialist is responsible for accompanying clients during their implementation and adoption process of the platform, providing continuous support and ensuring a positive experience. This role contributes to customer satisfaction, retention, and effective product use.

Responsibilities

• Guide new clients during the onboarding process
• Conduct training sessions about the platform
• Accompany the adoption and use of functionalities
• Provide support to user queries and requirements
• Identify problems and escalate technical cases when necessary
• Monitor the use of the platform and contact users proactively
• Create and update documentation, FAQs, and training materials
• Collect client feedback and report opportunities for improvement
• Maintain records of client interaction
• Collaborate with product, sales, and customer success teams
• Support the optimization of support and onboarding processes

Requirements

• Experience in customer support, onboarding, or customer success
• Experience working with SaaS platforms (desirable)
• Verbal and written communication skills
• Ability to explain technical concepts in a simple way
• Handling of digital tools and software
• Customer orientation and problem-solving
• Organization and follow-up capacity

Desirable

• Experience in B2B environments
• Experience creating training material
• Familiarity with remote collaboration tools
• Basic knowledge of usage analysis or product metrics
• Intermediate Portuguese (plus)

Soft Skills

• Proactivity
• Empathy with the client
• Effective communication
• Problem-solving
• Self-management
• Teamwork
• Results orientation
• Adaptability