Sales Support / Onboarding Specialist / Technical Support - FULL TIME - NIGHT SHIFT

Job Title: Sales Support / Customer Onboarding Specialist - FULL TIME - NIGHT SHIFT
Company: Upstack Data
Location: Remote (Global)
Compensation: 75, ---------- ,000 PHP

About Upstack Data
Upstack Data is a remote-first software company specializing in utilizing data to drive intelligent marketing decisions. We prioritize merit, excellence, and intelligence—focusing on impactful results rather than checkboxes. Our culture thrives on asynchronous collaboration, continuous learning, and customer-centric innovation, enabling our teams to work autonomously while staying highly connected.
The Role
We're looking for a Customer Onboarding Specialist who’s part technician, part project manager, and part trusted advisor. You’ll lead our customers through technical onboarding, help them integrate Upstack with tools like Hubspot, Klaviyo, Facebook Ads, Google Ads, and Shopify, and stick with them as their go-to partner across live chat, Slack, email, and support tickets.
This is a full-time remote role with required hours of 8am–4pm EST. You’ll need a professional video setup, high quality microphone and a high-speed internet connection, because you’ll be face-to-face with customers often.
Please complete this application questionaire to be considered. If you do not complete the form, you will not be considered for the role.
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Responsibilities
Own onboarding.
Lead technical onboarding calls with new customers. Ensure correct installation of Upstack's Shopify app. Connect Shopify, Klaviyo, Facebook Ads, and Google Ads. Reduce time-to-value. Onboardings are done on zoom screenshare with customer. We will train you in the process, but you will be onboarding the customer via a zoom screenshare and remote controlling their screen.
Be the product expert.
Understand how customer data flows through our system. Help troubleshoot issues like broken facebook pixels, incorrect setup, incorrectly configured klaviyo flows, missing data. You must understand what a perfect set up looks like —and how to get there. ( we will train you )
Deliver fast, proactive support.
Handle live chat, email, and Slack support. Prioritize tickets, escalate engineering bugs, and get customers unblocked. Track patterns and improve docs along the way.
Project manage each customer journey.
Keep onboarding timelines on track. Document progress and success metrics. Run tight feedback loops to ensure our customers activate, adopt, and see ROI quickly.
Drive continuous improvement.
Monitor product usage, identify accounts at risk, and suggest playbooks to improve performance. Share feedback with product and engineering. Build systems, not chaos.
Requirements
5+ years in customer success, technical support, or onboarding for a SaaS company
Proven experience with Shopify, Klaviyo, Facebook Ads pixels and conversion API, and Google Ads conversion tracking
Confident leading technical onboarding calls and integrations
Excellent verbal and written communication—you’ll spend lots of time face-to-face with customers
Familiar with tracking pixels, conversion APIs, and how marketing data flows
Able to triage and solve both user and technical issues independently
Comfortable managing multiple onboarding projects simultaneously
Bonus: experience with AI tools for onboarding, support, or automation workflows
Bonus: light familiarity with HTML, JS, Shopify Liquid, or similar
Strong WiFi, dedicated workspace, and a professional camera/mic setup for video calls
You act as a subject matter expert and resource for our customers and internal teams at Upstack Data.
Ability to work in a high volume environment
Positive attitude, empathy, and high energy
Become a subject matter expert on the Upstack platform and solutions.
Take ownership of new customers and manage their successful onboarding of the Upstack Platform.
Build strong relationships with our customers to understand the goals of their business.
Act as a project manager to ensure timelines are met and customers are onboarded according to established KPIs.
Serve as the main point of contact throughout onboarding and also liaison between the customer and the rest of the Upstack team.
You’ll thrive in this role if you…
Get excited by solving problems, not handing them off
Enjoy being on video and building trust quickly with customers
Think like an operator and act like an owner
Know how to balance empathy with efficiency
Want to grow alongside a fast-moving team shipping high-impact software
Workplace Benefits:
Highly competitive compensation
Join an experienced, talented, and highly motivated team.
Exposure to the biggest and best eCommerce brands globally.
Work remotely with our fast growing team around the world