Customer Support Specialist

Role Overview

• Provide video and live chat support to customers, delivering clear and timely resolutions to technical and workflow-related questions.
• Deliver onboarding and training on the Karbon platform to drive customer satisfaction and early value realization.
• Ensure customers achieve measurable value within the first 90 days post-sale through structured enablement and proactive engagement.
• Drive growth within existing customers by increasing awareness and adoption of Karbon’s full functionality.
• Increase participation in free service offerings such as Getting Started and Onboarding webinar series.
• Acquire and maintain deep knowledge of Karbon’s value proposition and evolving customer needs.
• Assist with customer-facing operational activities including updating client data, support resources, and support videos (Excel proficiency a plus).
• Identify churn risk accurately and implement value-add actions to mitigate potential churn, developing repeatable processes as the team scales.
• Champion the voice of the customer internally by delivering structured product feedback to Product and Engineering teams.
• Partner cross-functionally with Sales, SMEs, Technical Solutions, Finance, Legal, and Operations to ensure operational excellence.
• Contribute to expanding and refining global support processes through structured hypothesis testing and data-driven iteration.
• Leverage AI-assisted support tools (e.g., automated response suggestions, knowledge retrieval, workflow automation) to improve response quality and efficiency.
• Use AI-enabled insights and reporting tools to detect engagement gaps, churn risk signals, and product adoption trends proactively.

Requirements

• 1–3+ years of customer service or B2B SaaS support experience.
• Experience using live chat or support software such as Intercom, Zendesk, Salesforce, or similar platforms.
• Strong problem-solving skills with the ability to remain calm and solution-focused under pressure.
• Excellent written and verbal communication skills; able to explain complex software concepts clearly and consultatively.
• Comfortable learning and adopting modern customer enablement, AI, and support tools to improve efficiency and impact.
• Experience in B2B SaaS, accounting professional services, training, education, or customer support environments preferred.
• Professional spoken and written English (additional languages a plus).

Benefits

• Industry-leading benefits package including medical, dental, and vision insurance for you and up to three eligible dependents.
• Work-from-home allowance
• Rice subsidy
• Meal allowance per working day
• Laundry allowance
• 15 paid time off days per year (which includes 5 Karbon Days per year)
• 7 Sick leave days per year
• Internet and work-from-home subsidy
• Discretionary bonus program
• Work with (and learn from) a very experienced team
• Be part of a startup team that will continue to grow around you
• Flexible approach to work environment (we believe in trust and autonomy)
• A culture of open communication, consistent feedback, and full transparency into company results, metrics, and financial position