Customer Success & Support Specialist

RecruitGo

15h • $45,000 • Remote

About The Position

We are looking for a Customer Support & Onboarding Specialist to join a fast-growing global SaaS team supporting dental clinics. This is a remote role where you will deliver live product demos, onboard new customers, and provide day-to-day support via phone, chat, and Zoom—helping clients successfully adopt and use the platform. You will act as the main point of contact for customers, simplifying complex features, resolving issues, and ensuring a smooth, positive user experience.

Requirements

• Excellent spoken and written English, near-native fluency, neutral accent, and a confident, friendly phone manner
• Minimum 2-3 years experience in a SaaS customer support, customer success, onboarding, demos, or inside sales role
• Proven experience taking inbound phone support calls from customers
• Proven experience delivering live software demos over Zoom
• Strong active listening and ability to explain software concepts in plain language
• Confident and fluent on Zoom: screen sharing, presenting, handling Q&A live
• Comfortable using support tools (e.g. ZohoDesk) and CRM platforms
• Ability to learn two separate applications in depth and switch context between them
• Reliable home internet and quiet environment suitable for phone and Zoom calls
• Available to work Australian business hours (AEST)

Nice To Haves

• Background or qualifications in accounting, bookkeeping, finance, or any role involving strong numbers. literacy - a significant advantage given one product is payments-focused
• Experience supporting customers in the dental, healthcare, or allied health industry.
• Prior experience working with Australian customers.

Responsibilities

• Deliver live product demos of our two dental software products (a payments/billing platform and a patient engagement platform) to prospects and new clinics via Zoom
• Handle inbound phone and chat support calls from dental clinic staff, troubleshoot issues, and escalate technical bugs to the engineering team
• Run onboarding sessions for new customers via Zoom: account setup, training walkthroughs, follow-up check-ins
• Respond to support tickets via email and in-app chat within agreed SLAs
• Maintain and update help documentation, FAQs, and demo scripts
• Capture customer feedback and feature requests, log them for the product team
• Build strong product knowledge across both applications so you can answer functional and workflow questions without escalation
• Work Australian business hours (AEST) to align with customers
• Work with the internal team to ensure timely delivery of services to clients and ensure that client expectations are met.

Benefits

• Diverse Challenges: Each day offers fresh opportunities and unique challenges that keep your work engaging and rewarding.
• Team Collaboration: Join forces with a supportive team, where your insights and contributions are valued.
• Inclusivity: Be part of an inclusive and diverse workplace that values your contributions.

What This Job Offers

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