Why This Job is Featured on The SaaS Jobs
This Onboarding Support Specialist role sits in the operational backbone of a B2B SaaS onboarding motion, where customer outcomes often hinge on the unglamorous work of clean data, correct configurations, and reliable handoffs between Sales, Services, and Customer Success. The remit spans onboarding and lifecycle events, making it closely tied to how SaaS products translate from signed contracts into usable, measurable implementations.
For a SaaS career path, the value is in learning how recurring-revenue businesses maintain system integrity at scale. The work touches the practical mechanics of customer lifecycle management, including data imports, template maintenance, reporting workflows, and offboarding hygiene. Exposure to ticketing discipline, cross-functional request intake, and AI-assisted process improvement builds a foundation that transfers well into Revenue Operations, Customer Operations, Implementation, or CS Operations roles across SaaS.
The position best fits someone who prefers structured execution, enjoys precision work, and is comfortable being the behind-the-scenes owner of operational quality. It aligns with early-career professionals who want broad visibility into customer lifecycle workflows, as well as experienced coordinators who like managing competing inbound requests and keeping stakeholders aligned through clear updates and documentation.
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
