Why This Job is Featured on The SaaS Jobs
Why this Role is Featured on The SaaS Jobs
Onboarding and support sit at the center of how B2B SaaS products retain customers, and this role is positioned right on that operational seam. The work spans data imports, QA checks, account setup, and coordinated handoffs across systems, which are common pressure points in subscription software where clean configuration and accurate records directly affect time to value.
For a SaaS career, the long-term value is the exposure to repeatable customer lifecycle processes rather than one-off troubleshooting. Managing templated setups, tracking requests in a ticketing workflow, and supporting customer reporting builds fluency in the mechanics that underpin scalable delivery. The mix of customer-facing communication and back-office precision also develops a useful bridge skillset between Support, Customer Success, and Professional Services.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
About the Role
- Consolidate and import data, along with QA review
- Create and edit customer templates
- Prioritize and manage requests, including updating requesters and ticketing system on task completion
- Complete customer and or project account setup and tracking
- Assist with customer report requests; consolidate final reports for uploading in various systems
- Verify and validate customer’s information for offboarding
- Remove customer information from systems
- Assist the sales, customer success, and services teams with contact management where needed
- Assist with customer business review preparation
- Follow up on customer survey requests
- Support customer education content creation
- Assist with other projects and initiatives as required to meet/exceed Karbon’s business objectives
About You!
Candidates with following experience are encouraged to apply:
- 1+ years related work experience (or equivalent)
- 1-2 years of customer service experience – since customer support representatives work directly with customers to solve end-user issues and answer questions, it’s essential that you have strong customer service skills.
- BSIT preferred
- Excellent facility in the English language, both oral and written
- Experience in B2B account management, client services or comparable role
- Keen attention to details & ability to work through complex problems using creative solutions
- Good project management skills
- Ability to distill complex issues into easy to understand recommendations that can be conveyed in writing & verbally
- Highly motivated and self-directed
- Advanced knowledge of Google Suite and MS Office applications, especially Excel
- Basic familiarity with Internet technologies (HTML, FTP, cookies, web beacons, etc.)
Why Work at Karbon?
- Industry-leading benefits package including medical, dental, and vision insurance for you and up to three eligible dependents. Also:
- Work-from-home allowance
- Rice subsidy
- Meal allowance per working day
- Laundry allowance
- 15 paid time off days per year (which includes 5 Karbon Days per year)
- 7 Sick leave days per year
- Internet and work-from-home subsidy
- Discretionary bonus program
- Work with (and learn from) a very experienced team
- Be part of a startup team that will continue to grow around you
- Flexible approach to work environment (we believe in trust and autonomy)
- A culture of open communication, consistent feedback, and full transparency into company results, metrics, and financial position
