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 common pressure point for B2B SaaS companies as usage scales across regions and time zones. The emphasis on video and live chat support, alongside structured onboarding, signals a product where early activation and workflow adoption matter as much as issue resolution. It also reflects how SaaS support increasingly blends service delivery with measurable outcomes in the first weeks post-sale.
From a SaaS career perspective, the remit builds durable experience in adoption mechanics: guiding customers to value, spotting churn signals, and feeding product learnings back into internal teams. The exposure to AI-assisted support tooling and data-led iteration aligns with how modern support orgs are evolving into operationally rigorous functions, not just ticket queues. The cross-functional touchpoints with Product, Engineering, and Sales mirror the collaboration patterns that recur across SaaS environments.
This role is best suited to someone who enjoys translating complex software concepts into clear guidance and who is comfortable balancing reactive troubleshooting with proactive training. It fits an early-to-mid career support professional looking to deepen platform expertise, contribute to repeatable processes, and operate effectively within defined overnight hours while coordinating with global stakeholders.
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
