Remote SaaS Onboarding & Technical Support Specialist (Full-Time, EST)

Type: Full-time, long-term
Work Hours: Eastern Standard Time (EST)
Location: Philippines (Remote)

About the role:

We are looking for a full-time Remote SaaS Onboarding & Technical Support Specialist to join our team.
This role supports two established, web-based software platforms used by businesses across North America. You will work directly with customers to onboard new users, resolve technical issues, and ensure customers feel confident using the software.

This is not a call-center or script-based support role. You will be expected to think independently, troubleshoot issues, and communicate clearly with customers.
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Responsibilities
• Lead customer onboarding calls using screen sharing and walkthroughs
• Respond to customer support requests via email and ticketing system
• Troubleshoot and resolve technical and configuration-related issues
• Follow up with customers to ensure successful onboarding and adoption
• Maintain clear internal notes and documentation
• Escalate complex issues only after proper troubleshooting
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Required Skills & Experience

Please apply only if you meet all of the following:
• Excellent written and spoken English
• Experience supporting SaaS or web-based software
• Comfortable learning and explaining technical systems to non-technical users
• Strong independent problem-solving skills
• Highly organized, reliable, and punctual
• Able to work full-time during EST hours
• Stable internet connection and quiet work environment
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Preferred (Strong Advantage)
• Experience onboarding customers (not just reactive support)
• Prior work with North American clients
• Experience with CRM, ticketing, or SaaS admin tools
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Compensation & Growth
• CAD $1,500 – $2,000 per month, depending on experience and capability
• Full-time, long-term role
• Performance-based compensation reviews after onboarding period
• Opportunities for bonuses tied to onboarding quality and customer satisfaction
• Possible paid holidays / paid time off after a settling-in period
We are looking for someone who wants stability, ownership, and long-term growth, not short-term contract work.
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Selection Process
Shortlisted candidates will be invited to complete a paid skills-based test task (approximately 2–3 hours).
This task reflects real onboarding and support scenarios and is used to ensure a good mutual fit before making a final offer.
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How to Apply (Important)
To be considered, please include the following in your application:
1. A brief summary of your experience supporting software users
2. How you typically approach learning a new software platform
3. Confirmation that you can work full-time EST hours
4. Anything else you think might be relevant or helpful.
Applications that do not follow these instructions will not be reviewed.
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Why This Role Is a Good Fit
• Long-term, stable employment
• Clear expectations and structured onboarding
• Direct communication with founders
• Opportunity to grow responsibilities over time
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