Customer Success & Onboarding Specialist (Saas)

2 hours, 28 minutes ago
Full-time
Junior
Customer and Technical Support
Virtual Assistance Services

Virtual Assistance Services

VirtualStaff365 is a Melbourne-based outsourcing specialist that helps Australian businesses source, hire, and retain virtual staff. They assist in improving operational efficiency, reducing staffing costs, and growing businesses by providing professio...

Professional Services
11-50
Founded 2016

Description

  • Run Zoom product demos for new leads and trial users.
  • Explain how the platform helps trades quote faster and win more jobs.
  • Answer pre-sales questions and qualify potential customers.
  • Assist new customers with account setup and onboarding sessions via Zoom.
  • Guide customers through building their first quote, including price books and templates.
  • Follow up with trial users to maintain engagement and help them realise value.
  • Respond to customer support queries via email and chat and troubleshoot issues.
  • Send demo follow-up emails, update the CRM pipeline, and track opportunities.
  • Support the conversion of trial users into paying customers.
  • Collect, document, and share customer feedback, common issues, and feature requests with the internal team.

Requirements

  • Experience in SaaS onboarding, customer success, or product support.
  • Comfortable running Zoom or other online demonstration sessions.
  • Familiarity with SaaS products and CRM systems.
  • Strong communication and customer service skills.
  • Organised, detail-oriented, and able to manage multiple tasks.
  • Ability to provide clear step-by-step guidance to users.
  • Experience supporting trial-to-paid conversion is preferred.
  • Ability to share product insights asynchronously with an internal team.
  • Comfortable working Australian business hours.
  • Able to participate in planned product launches and minimise ad hoc late-night support.

Benefits

  • Permanent work-from-home setup.
  • Day shift aligned to Australian business hours.
  • Full-time role.
  • HMO coverage.
  • Annual leave.
  • Christmas bonus equivalent to 1 month's wage, pro-rated.

Interested in this position?

Apply directly on the company website

Apply Now

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