Technical Customer Service/Onboarding Specialist
Technical Customer Service/Onboarding Specialist
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Salary Not Disclosed
1 Vacancy
Job Description
Were seeking a proactive technically minded Customer Support & Onboarding Specialist based in the United States to support our expanding client base. Youll be the face of Gorilla Dash for many of our customershelping onboard new clients supporting existing ones and acting as a critical bridge between our users and the development team.
This role is ideal for someone with excellent communication skills strong technical aptitude and a passion for customer success. Experience with franchise businesses is a strong plus as many of our clients operate within franchise networks. Youll work closely with teams in the US Australia and Taiwan so flexibility for late working hours is essential.
Guide new franchise clients through setup and onboarding
Customize onboarding plans based on client needs and business models
Deliver product demonstrations and training to new users
Provide firstline technical support via email chat and video calls
Troubleshoot product issues and escalate bugs or feature requests to the dev team
Maintain high levels of customer satisfaction with timely thoughtful responses
Assist the sales team by conducting live demonstrations of the Gorilla Dash platform
Help prospective clients understand how our software fits into their operations
Serve as a liaison between clients and our product development team
Track customer feedback and manage followups through CRM or project management tools
Ensure feature requests or enhancements are properly documented and communicated
Attend and represent Gorilla Dash at franchise expos and tradeshows (primarily in the US)
Engage with prospective clients give demos and collect feedback
Qualifications :
3 years of experience in technical customer support account management or SaaS onboarding
Excellent verbal and written communication skills
High technical literacy; able to grasp software workflows quickly and explain them clearly
Strong problemsolving and organizational skills
Experience using helpdesk CRM and project management tools (e.g. Intercom HubSpot ClickUp etc.)
Comfortable working independently and remotely with international teams
Willingness to work late hours to align with teams in Australia and Taiwan
Exposure to or experience working with franchise businesses is a strong plus
Additional Information :
Base Salary: $70000 USD per year
Bonus Potential: based on onboarding success customer satisfaction and retention metrics
Work Setup:
Remotefirst flexibility or office access in West Palm Beach FL
Occasional US travel to tradeshows and events
Collaborative missiondriven team environment
Flexible working hours
Paid vacation and optional professional development support
All your information will be kept confidential according to EEO guidelines.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
