Client Onboarding and Product Support Specialist

Remote

Full Time

Mid Level

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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How many years of experience do you have in client and product support?*

Do you have experience onboarding clients in a SaaS or technology platform environment?*

Have you ever monitored campaign performance or analytics dashboards for clients or internal projects?*

Have you provided product or technical support to clients in a professional setting?*

On a scale of 1–5, how confident are you in handling client calls and support interactions?*

Which types of technical tools or platforms have you supported? (Select all that apply)* SaaS platformsCRMs (GHL, HubSpot, Salesforce, etc.)Payment platformsCampaign dashboards

How would you describe your experience analyzing client or campaign data?*

This role involves working closely with clients, supporting them through onboarding, technical issues, and ongoing campaign management. Please describe your experience in managing client relationships and supporting clients with products or services, and explain how you approach learning new platforms and ensuring client success.*

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Client Onboarding and Product Support Specialist

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