Customer Support Specialist

OnRamp • Boston, MA

8d • Hybrid

About The Position

OnRamp transforms B2B customer onboarding into a revenue driver. Our platform automates workflows, streamlines playbooks, and accelerates time-to-value, helping enterprises reduce onboarding time by up to 70%. Backed by leading investors (we just raised our $15M Series A) and trusted by Fortune 15 companies, we’re redefining how companies bring new customers online. OnRamp is expanding, recently opening an office just steps from South Station in Boston. As part of this expansion, we're looking for a Customer Support Specialist who wants to help build the future model of support. In this role, you will bring creative approaches to our customers and internal processes across Customer Success. Be a product expert, bring an AI first approach, expand the knowledge base, help our customers and our team take customer onboarding to the next level! As a Customer Support Specialist, you will be responsible for working directly with OnRamp customers. You will partner with our customers to resolve issues and help them build familiarity with, and effectively use, OnRamp. You will strive to deliver a human centered, helpful and consultative Support experience through creative problem-solving, thoughtful communication and tailored solution design that solves roadblocks and puts customers back on track to achieving their key business outcomes. In this fast growing environment, career paths for successful Customer Support Specialists could include Senior Support Specialist, Customer Success Manager (CSM), Business Development Manager (BDR) or Sales Engineer (SE). Do you learn applications in depth and help others? This is a role that will allow you to show your expertise and grow with the company.

Requirements

• Are fluent in English
• AI first approach, self-motivated, always curious, consistently eager to learn, with a growth mindset
• Are performance oriented and demonstrate a strong customer first mentality by consistently providing customers high quality service
• A curiosity for technical deep-diving and troubleshooting. We don’t always have the answers right away, so you need to enjoy discovering them!
• Thrive in a dynamic and collaborative environment and are comfortable with change, ambiguity, working autonomously and using good judgment to make decisions that solve for the customer
• Are seeking to receive regular feedback and coaching to help you develop competencies relevant to make you successful in the role
• Are able to understand and utilize documented knowledge, as well as utilize current and emerging technologies to provide best in class support
• Are motivated by building technical skills, and acquiring in-depth knowledge about our product and related technical concepts
• Embody our customer first values and add to our company culture
• Comfortable with working across phone, email and zoom
• Comfortable with a hybrid work arrangement of 3 days in the office and up to 2 days remote. Occasional onsite, company meetings and events will require in person attendance for a particular or particular set of days
• Due to the high volume of applications, we request a short video (under 3 mins) submission from candidates for this position. This is an opportunity for the individual to illustrate their communications skills and their motivation towards the role.

Nice To Haves

• Pylon, Pylon AI Bot, Fathom, Salesforce and HubSpot knowledge and willingness to learn more are a plus

Responsibilities

• Communicate with customers via phone and e-mail, to effectively resolve issues, adapting to fluctuations in the volume of incoming inquiries
• Apply troubleshooting frameworks to test, recreate, and investigate technical queries to remove barriers and help customers get back on track as quickly as possible
• Identify and diagnose software issues to fix and improve the product experience for our customers
• Utilize the full potential of internal resources and tools to learn and adapt to a growing product and a fast-changing industry
• Apply business acumen in customer interactions to proactively identify opportunities to grow their business, through expanded use of our software
• Communicate thoughtful, empathetic, and complete resolutions tailored to each customer, working with customers with their overall OnRamp experience in mind
• Collaborate within OnRamp (with teams such as Customer Success and Product) to retain and grow customers on our platform
• Be a thoughtful engine to improve our product by surfacing trends and ideas to the Product Management team
• Create and maintain help documents
• Manage internal processes and systems used to organize and deliver the post sales experience
• Be a role model and a trusted advisor by showcasing OnRamp values and a customer centric approach in every customer interaction

Benefits

• Work directly with enterprise and mid-market clients, including Fortune 15 companies
• Join a high-growth SaaS company that just raised its $15M Series A led by top investors
• Be part of a collaborative, ownership-driven culture
• Highly competitive cash compensation, equity, and benefits
• Boston-based, 3+ days a week in-office

What This Job Offers

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