Customer Success and Onboarding Specialist

Penbrothers

4d • Remote

About The Position

Penbrothers is hiring a proactive, customer-oriented Customer Success and Onboarding Specialist to support a client whose software platform helps businesses in the security alarm and fire service industries manage field service operations. The role initially focuses on developing and improving customer-facing knowledge base content and help documentation, including instructional videos, how-to guides, and other learning materials. The specialist will learn the platform thoroughly and make its features and workflows easier for customers to understand and use.

As the customer base grows, the role will expand to include customer onboarding, platform training, virtual product walkthroughs, responding to support inquiries, and communicating product updates. The specialist will also help address customer feedback and recurring concerns, coordinate with the internal team, and collaborate with developers to keep customer-facing materials accurate. The work supports customer satisfaction, product adoption, and retention. The position offers work from home and the opportunity to work with high-growth startups and dynamic companies.

Requirements

• At least 3 years of experience in software onboarding, software implementation, customer training, customer success, or a related role.
• Experience explaining software functionality and translating complex processes into clear, easy-to-follow instructions.
• Strong written and verbal communication skills, including the ability to communicate with technical and nontechnical users.
• Experience creating training materials, user guides, standard operating procedures, or instructional videos.
• Strong organizational skills and attention to detail when maintaining documentation and learning resources.
• Customer-focused mindset and ability to understand user needs, resolve questions, and guide customers toward effective solutions.
• Ability to learn a new software platform quickly and develop a thorough understanding of its features and workflows.
• Confidence conducting virtual training sessions, product walkthroughs, and customer conversations.
• Proactive and adaptable approach to working with a growing software business and an evolving product.

Nice To Haves

• Experience supporting software used in field service operations, security alarm services, fire protection, dispatching, or technician management.
• Familiarity with video editing tools, screen recording software, and AI-generated voice-over tools.
• Experience developing customer-facing knowledge bases, help centers, FAQs, or self-service support resources.
• Experience communicating software updates, facilitating product adoption, or supporting customer retention.
• Familiarity with SaaS products and subscription-based business models.

Responsibilities

• Develop and maintain customer-facing knowledge base content, including how-to guides, instructional videos, and other learning resources.
• Convert text-based help documentation, screenshots, charts, and process instructions into clear video tutorials.
• Improve existing help and support resources, prioritizing frequently used features and common customer questions.
• Use video editing and content creation tools to create instructional materials with consistent formatting, presentation, and voice-over.
• Learn the client’s platform and accurately explain its features, workflows, and functionality.
• Organize and continuously improve knowledge base materials so customers can find relevant information.
• Take on customer onboarding and platform training as the client base grows.
• Respond to customer questions and guide users through platform functionality and workflows, including service ticket creation, technician assignment, and dispatch coordination.
• Communicate new features, enhancements, and product updates to customers to encourage adoption and maximize subscription value.
• Help address customer feedback, feature requests, and recurring support concerns by coordinating with the internal team.
• Collaborate with the development team to clarify product functionality, document new features, and keep customer-facing materials accurate and current.
• Contribute to customer satisfaction, product adoption, and retention through training and proactive support.

Benefits

• Opportunities for learning and growth.
• Opportunity to make an impact on fast-growing startups and dynamic companies.
• Work from the comfort of your own home.
• Meaningful work focused on delivering an excellent client experience.
• Employee career and welfare investment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed