Customer Onboarding and Support Specialist

Customer Onboarding and Support Specialist

Job Category: Operations

Requisition Number: CUSTO
001888

• Posted :
  April 15, 2026
• Full-Time
• Hybrid

US Corp Office
2325 Dulles Corner Blvd.
Suite 600
Herndon, VA 20171, USA

The Customer Onboarding and Support Specialist serves as a critical bridge between customers and the organization, ensuring a seamless transition from sales to active product usage. This role is responsible for guiding customers through the onboarding process across multiple applications, resolving internal sales order discrepancies, and delivering ongoing post-onboarding support through a structured ticketing system. This is not a coordination role.

The individual is expected to personally engage with customers, take ownership of issues, and drive onboarding to completion. The ideal candidate is highly organized, customer-focused, and thrives in a cross-functional environment.

• Lead end-to-end onboarding of new customers across multiple internal and customer-facing applications, ensuring a consistent and positive experience.
• Coordinate with internal teams (Sales, Product, Engineering) to ensure customer environments are configured and ready prior to go-live dates.
• Track and manage onboarding milestones, escalating risks or delays proactively to the Customer Support Manager.
• Create and maintain onboarding documentation, guides, and training materials for continuous improvement.

• Serve as the primary point of contact for new customers during the onboarding lifecycle, maintaining regular communication via email, phone, and video conference.
• Set clear expectations with customers regarding timelines, deliverables, and points of escalation.
• Proactively communicate status updates, system changes, and relevant product updates to assigned customers.
• Foster strong, trust-based relationships that contribute to long-term customer retention and satisfaction.
• Document all customer interactions in the CRM system to ensure continuity across the team.
• Review and validate new sales orders for accuracy, completeness, and alignment with customer agreements.
• Coordinate with the Sales and Finance teams to resolve order discrepancies, missing information, or approval gaps in a timely manner.
• Ensure customer accounts are accurately provisioned in applicable systems following order confirmation.
• Maintain a clean and up-to-date record of pending and completed orders, flagging anomalies for management review.
• Serve as a liaison between Sales and Operations to streamline the order-to-onboarding handoff process.

• Identify and eliminate manual, repetitive work through automation and AI-driven solutions.
• Design and implement scalable workflows across onboarding and support operations.
• Leverage AI tools to improve:
  • Ticket triage and response efficiency
  • Customer communications
  • Knowledge base creation and maintenance
• Continuously evaluate current processes and implement improvements that increase efficiency and reduce error rates.

• Monitor and manage an inbound support queue, triaging and resolving customer-submitted tickets in accordance with defined SLA targets.
• Troubleshoot application-related issues, coordinating with technical teams when escalation is required.
• Document resolutions and contribute to the internal knowledge base to improve first-contact resolution rates.
• Identify recurring issues and surface patterns to the Product and Engineering teams to drive product improvements.
• Conduct periodic customer check-ins post-onboarding to assess satisfaction, address concerns, and identify expansion opportunities.

• 2+ years of experience in customer onboarding, customer support, technical support, or a related role with direct customer engagement.
• Demonstrated ability to manage multiple customer accounts and competing priorities simultaneously.
• Strong verbal and written communication skills with a professional, empathetic customer service approach.
• Experience with CRM, ERP, or ticketing systems (e.g., Salesforce, Net Suite, Hub Spot, Jira).
• Comfortable navigating SaaS or enterprise applications and…