Why This Job is Featured on The SaaS Jobs
This Onboarding Support Specialist role sits in the operational core of a B2B SaaS customer journey, where data quality and system configuration determine whether implementations succeed. The remit spans onboarding and lifecycle events, linking Sales, Customer Success, and Services through the unglamorous but essential work of imports, templates, and account setup that keeps the product environment reliable.
For a SaaS career, the value is repeated exposure to the mechanics of scale: standardising setups, managing request queues, and building repeatable processes that reduce friction for customer-facing teams. The work builds fluency in the systems that underpin subscription delivery, including ticketing, reporting workflows, and cross-functional handoffs. Experience with AI-assisted tools for validation and documentation also maps to a broader SaaS trend toward operational automation and quality control.
This position fits someone who prefers structured, detail-heavy execution and takes satisfaction in making complex workflows run cleanly. It is well suited to early-career operators or support professionals who want to deepen their understanding of SaaS onboarding without owning a quota or a full customer book. Comfort working independently and communicating progress across stakeholders appears central to success here.
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
As an Onboarding Support Specialist, you’ll play a critical role in ensuring customer data, configurations, and operational setup are accurate, complete, and delivered on time during onboarding and ongoing lifecycle events. This is a detail-driven, execution-focused role that supports Sales, Customer Success, and Services by keeping customer systems clean, reliable, and ready for success.
You’ll work behind the scenes to manage data imports, account setup, reporting requests, and operational tasks that directly impact customer experience and internal efficiency.
About the Role
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Consolidate, import, and QA customer data during onboarding and lifecycle events.
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Create, configure, and maintain customer templates and system setups.
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Manage and prioritize inbound requests, updating ticketing systems and stakeholders on progress and completion.
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Complete customer and project account setup, tracking status and ensuring accuracy across systems.
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Assist with customer reporting requests, consolidating and preparing final reports for upload into various platforms.
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Verify and validate customer information during offboarding and ensure proper data removal from systems.
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Support Sales, Customer Success, and Services teams with contact management and operational requests.
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Assist with preparation for customer business reviews and follow up on customer survey requests.
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Support the creation and maintenance of customer education and enablement content.
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Leverage AI-assisted tools to support data validation, documentation, and repetitive operational tasks to improve accuracy and efficiency.
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Contribute to ad hoc projects and initiatives aligned with Karbon’s business objectives.
About You!
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1+ year of relevant work experience in operations, onboarding, customer support, or client services.
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1–2 years of customer service experience, with comfort supporting customers and internal stakeholders.
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Experience in B2B account management, client services, or a comparable role preferred.
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Strong attention to detail with the ability to work through complex, process-driven tasks accurately.
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Solid project and task management skills with the ability to prioritize competing requests.
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Ability to translate complex issues into clear, actionable recommendations—both written and verbal.
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Highly motivated, self-directed, and comfortable working independently.
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Advanced proficiency in Google Workspace and Microsoft Office, especially Excel.
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Basic familiarity with internet technologies (HTML, FTP, cookies, web beacons, etc.).
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Bachelor’s degree in Information Technology or related field preferred, or equivalent experience.
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
