Service Project Manager

Job Description Responsibilities

• Please contact customers (via phone, email, and video calls) who have started but not completed registration on our customer portal or the e-commerce platform.
• Troubleshoot and resolve registration, login, and browser-related issues in real time.
• Conduct 1:1 and small-group live demos of our customer portal and the e-commerce platform (via Teams, or similar).
• Guide customers through initial setup, account configuration, and first-time part ordering or service requests.
• Document common obstacles and feedback; collaborate with product, engineering, and support teams to eliminate recurring issues.
• Create and maintain lightweight self-help resources (short video tutorials, FAQ updates, step-by-step guides) based on real customer pain points.
• Serve as the “voice of the customer” for our customer portal, working in sync with the team.
• Track and report key onboarding metrics (registration completion xx, time-to-first-order, demo-to-activation xx, OSAT from supported customers).

• 2+ years in customer success, technical support, onboarding, or sales engineering roles (SaaS or e-commerce experience strongly preferred).
• Proven ability to explain technical concepts to non-technical users in a clear, patient, and confident manner.
• Hands-on experience troubleshooting web applications (browsers, cookies, cache, SSO, MFA, permissions, etc.).
• Comfortable delivering live product demos and training sessions over video conferencing tools.
• Excellent written and verbal communication skills — the candidate will write customer emails and lightweight documentation daily.
• Strong organizational skills and attention to detail; able to manage 20–30 customer interactions per day while maintaining quality.

• Empathetic problem-solver who genuinely enjoys helping people succeed with new technology.
• Self-starter who thrives in a fast-moving, ambiguous environment (this is a brand-new platform rollout).
• Team player willing to jump on whatever is needed to make the customer experience excellent.