Position Details

Salary $45K – $60K USD / year

Type Full-Time

Experience lead

Education Not specified

Category Sales & Business Development

About this role

Lead customer support and implementation initiatives, driving scalable processes for onboarding and post-sale support in a remote SaaS environment.

Key Responsibilities

Own customer support inbox and experience
Lead onboarding and implementation
Build AI-powered workflows
Feed engineering with customer feedback
Scale processes as company grows

Technical Overview

Role emphasizes customer-facing operations with a focus on AI-driven workflows and documentation; no explicit technical stack required.

Ideal Candidate

The ideal candidate is an implementation-focused customer success leader who can scale onboarding and support processes in a fully remote SaaS environment, with interest in applying AI automation to workflows and strong cross-functional collaboration.

Must-Have Skills

Experience leading customer-facing work and implementationsProven ability to scale support and implementation functionsFamiliarity with constructionfield operationsor technical software is a plusCuriosity about AI tools

Nice-to-Have Skills

Experience with AI tooling to automate workflowsCRM software familiarityRemote management and organizational discipline

Required Skills

customer supportonboardingimplementationremoteai-powered workflowsdocumentationprocess designcross-functional collaborationleadershipremote work

Hard Skills

Customer supportOnboardingImplementationAI-powered workflowsDocumentationProcess designRemote workCommunicationCross-functional collaboration

Soft Skills

LeadershipStrategic thinkingProblem-solvingTime managementAdaptability

Industry & Role

Industry SaaS

Job Function Lead customer support and implementation efforts to scale remote operations and drive customer value

Role Subtype Onboarding Specialist

Keywords for Your Resume

customer supportonboardingimplementationleadremoteai-powered workflowsdocumentationprocess designcustomer successcross-functional collaborationengineering collaborationremote workfull-timecrmsupport systemsai workflowscollaboration

Deal Breakers

Lack of leadership experience in customer support/implementations, Inability to work fully remotely, No track record in scalable customer-facing operations

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Customer Support & Implementation Lead

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