Customer Support & Onboarding Specialist for SaaS Company (With SOP Writing Experience)

We are a fast-growing SaaS company looking for a Customer Support & Onboarding Specialist who is also comfortable documenting SOPs and best practices.
You will work directly with our support team to:
Respond to user questions and tickets
Guide new users through onboarding
Liaise with the QA and dev teams on reported issues
Create and maintain internal SOPs and help docs
Ideal Candidate:
-Excellent written and spoken English
-2+ years experience in SaaS or tech support
-Comfortable using helpdesk tools (e.g., Zoho Desk, Zendesk)
-Detail-oriented and proactive with documentation
-Able to multitask between support, onboarding, and process creation
-Bonus: Experience testing web apps or working with developers
Tools We Use:
Helpdesk (Zoho Desk or similar)
Google Docs / Sheets
Loom (for screen recordings)
Slack / Trello
This is a long-term FULL TIME role with room to grow.
Work hours are mostly US central business hours, but we’re flexible for the right person.