Client Onboarding and Product Support Specialist

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