Customer Support Specialist

As a Customer Support Specialist at Karbon, you will be responsible for providing support to customers, ensuring their satisfaction and success with the Karbon platform. You will serve as a crucial link between customers, sales, and the product development team. Your role will involve providing technical chat support, training customers on the platform, driving customer adoption and value realization, and identifying and mitigating customer churn risks. Additionally, you will champion the voice of the customer internally and collaborate with various stakeholders to ensure operational excellence.

• Provide support to customers through video and technical chat support
• Train customers on the Karbon platform to drive client satisfaction
• Ensure that customers realize considerable value on the platform within the first 90 days after sale
• Drive growth in existing customers by promoting awareness and adoption of Karbon's functionality
• Increase participation in free service offerings such as the Getting Started & Onboarding webinar series
• Acquire and maintain knowledge of the platform's value proposition and customer needs
• Assist in customer-facing activities such as updating client data and support resources
• Solve customers' problems by building partnerships and driving product/feature adoption
• Identify and mitigate the risk of customer churn
• Provide product feedback to Product/Engineering for improvements and road mapping
• Produce vertical/industry specific assets to drive customer engagement
• Collaborate with internal stakeholders to ensure operational excellence
• Help expand the global support team and processes

• Strong customer service skills
• Prior experience with chat/support software (e.g. Intercom/Zendesk)
• Problem-solving skills
• Minimum of 1-3+ years of industry experience in B2B SaaS businesses, accounting professional services, training or education, or customer support

• Gain global experience across USA, New Zealand, UK, and Canada
• 4 weeks annual leave plus 5 extra "Karbon Days" off a year
• Flexible working environment
• Work with (and learn from) an experienced, high-performing team
• Be part of a fast-growing company that promotes high performers from within
• A collaborative, team-oriented culture that embraces diversity and invests in development
• Generous parental leave
• Embrace and welcome your authentic self
• Accommodations available during the recruitment process and your journey at Karbon