- Job Title: Customer Support & Onboarding Specialist
- Location: Remote (Monday–Friday, 8am–5pm ET/CT)
- Reports To: Chief Customer Officer
About Firm360
Firm360 is a fast-growing B2B SaaS company offering modern, all-in-one practice management software for accounting firms. Our platform helps firms streamline operations, increase efficiency, and improve the client experience. As our customer base continues to grow, we’re expanding our CS team to ensure every user has the tools, guidance, and confidence they need to succeed.
The Role
As a Customer Support & Onboarding Specialist, you’ll be part of the frontline team supporting our users every day. You’ll answer questions, troubleshoot issues, and guide customers through product usage and adoption—ensuring they get the most out of the Firm360 platform. You’ll also lead onboarding and training sessions for new customers, helping them launch successfully.
This is a hands-on, customer-facing role ideal for someone early in their SaaS career who’s passionate about solving problems, building relationships, and helping professionals adopt new technologies.
Key Responsibilities
- Respond to inbound support tickets and customer questions via email, Zoom, and occasional phone calls
- Troubleshoot and resolve issues related to platform functionality, integrations, and workflow
- Educate users on best practices and how to use specific features to meet their business needs
- Deliver structured onboarding and training sessions for new customers
- Collaborate with Product and Engineering teams by reporting issues and sharing customer feedback
- Contribute to internal documentation and help build a robust knowledge base
- Maintain accurate records of customer interactions, issues, and resolutions
What We’re Looking For
Required:
- Associate’s degree or equivalent experience
- Excellent written and verbal communication skills
- Strong analytical and troubleshooting skills
- Ability to translate technical concepts into clear, actionable steps for end users
- Experience in a customer-facing role (support, account management, onboarding, etc.)
- Professional presence and empathy in handling client concerns
Preferred:
- 1–2 years of experience in a B2B SaaS environment
- Familiarity with tools like Zendesk, Intercom, GitLab, Slack, and Excel
- Experience supporting or training users on software platforms
- Exposure to the accounting or professional services industry is a plus
What You Bring:
- A customer-first mindset with a passion for helping people succeed
- The ability to manage multiple priorities and maintain attention to detail
- Strong curiosity and willingness to learn new technologies and systems
- A collaborative spirit—you’re energized by working with both customers and teammates
- Clear, confident communication skills across written, verbal, and virtual channels
- Comfort operating in a fast-paced, evolving SaaS environment
Work Environment & Culture:
At Firm360, our values shape the way we work:
- We, Not Me – We prioritize the success of the team over individual gain. Aligned by shared goals and values, we collaborate, support one another, and put the collective first.
- Growth Mindset – No matter how much we know, there’s always more to learn. We embrace curiosity, seek feedback, and welcome challenges as opportunities to grow.
- Communicate with a Purpose – We’re intentional about what we share—and what we don’t. We reduce the noise by focusing on information that matters, ensuring clarity, context, and relevance. Whether with teammates or customers, we deliver the right message, at the right time, in the right way.
- Own It – We take initiative and step up when we see opportunities to improve. But ownership doesn’t mean going it alone—we coordinate, collaborate, and involve the right people to drive meaningful change.
- Fun Growth – It takes a team to accomplish great things. We bring energy, support each other, and celebrate every win—big or small. We take our work seriously but never forget to have fun along the way.
Benefits & Perks:
Perks: Professional development stipend, fully remote work
Benefits: Healthcare, dental insurance, vision insurance, 401(k) match, flexible PTO policy, 13 paid holidays
To apply, reach out to careers@myfirm360.com with the subject line “Customer Onboarding & Support Specialist Application.”