Why This Job is Featured on The SaaS Jobs
This Customer Support Specialist role sits at the intersection of technical support and customer enablement, a core function in B2B SaaS where retention and expansion depend on how quickly customers reach first value. The emphasis on video and live chat support, plus structured onboarding within the first 90 days, reflects a product-led operating model where support is part of the adoption engine rather than a back-office queue.
For a SaaS career, the role offers exposure to the full customer lifecycle signals that matter in recurring revenue businesses: activation, usage depth, and early churn risk. It also builds practical experience translating product workflows into outcomes, feeding structured insights back to Product and Engineering, and iterating on processes as support operations scale. Familiarity with modern tooling, including AI-assisted support and analytics, is increasingly transferable across customer success, solutions, and operations tracks.
This position best suits someone who enjoys problem-solving in real time while also thinking in systems and repeatable playbooks. It will appeal to professionals who like mixing customer-facing communication with operational hygiene, and who are comfortable working cross-functionally to remove friction from onboarding and adoption. The overnight schedule signals a fit for candidates who can sustain focus and quality in off-peak hours.
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
You will provide high-quality video and live technical chat support while delivering onboarding and training that ensures customers realize meaningful value within their first 90 days. You’ll help drive adoption, mitigate churn risk, and contribute to scalable support operations as Karbon continues to grow globally.
This role combines reactive support with proactive enablement — helping customers not just solve problems, but succeed on the platform.
About the Role
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Provide video and live chat support to customers, delivering clear and timely resolutions to technical and workflow-related questions.
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Deliver onboarding and training on the Karbon platform to drive customer satisfaction and early value realization.
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Ensure customers achieve measurable value within the first 90 days post-sale through structured enablement and proactive engagement.
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Drive growth within existing customers by increasing awareness and adoption of Karbon’s full functionality.
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Increase participation in free service offerings such as Getting Started and Onboarding webinar series.
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Acquire and maintain deep knowledge of Karbon’s value proposition and evolving customer needs.
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Assist with customer-facing operational activities including updating client data, support resources, and support videos (Excel proficiency a plus).
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Identify churn risk accurately and implement value-add actions to mitigate potential churn, developing repeatable processes as the team scales.
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Champion the voice of the customer internally by delivering structured product feedback to Product and Engineering teams.
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Partner cross-functionally with Sales, SMEs, Technical Solutions, Finance, Legal, and Operations to ensure operational excellence.
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Contribute to expanding and refining global support processes through structured hypothesis testing and data-driven iteration.
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Leverage AI-assisted support tools (e.g., automated response suggestions, knowledge retrieval, workflow automation) to improve response quality and efficiency.
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Use AI-enabled insights and reporting tools to detect engagement gaps, churn risk signals, and product adoption trends proactively.
About You!
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1–3+ years of customer service or B2B SaaS support experience.
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Experience using live chat or support software such as Intercom, Zendesk, Salesforce, or similar platforms.
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Strong problem-solving skills with the ability to remain calm and solution-focused under pressure.
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Excellent written and verbal communication skills; able to explain complex software concepts clearly and consultatively.
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Comfortable learning and adopting modern customer enablement, AI, and support tools to improve efficiency and impact.
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Experience in B2B SaaS, accounting professional services, training, education, or customer support environments preferred.
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Professional spoken and written English (additional languages a plus).
Please note:
Hours for this role are 12am–9am Tuesday–Saturday, with training hours at 10pm–7am Monday–Saturday.
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
