Customer Support Associate (Self-Service)

Osano is an innovative B-Corporation focused on data privacy. The Customer Support Associate (Self-Service) role involves supporting self-service customers, improving self-service resources, and ensuring a positive onboarding experience.

Responsibilities:

• Assist in supporting self-service customers by performing proactive outreach, answering common product and account questions and providing guidance throughout onboarding
• Escalate complex customer issues and surface expansion opportunities to the appropriate Customer Experience team members
• Help ensure customers have a positive, efficient, and successful onboarding and support experience
• Help organize and maintain self-service resources so they are easy for customers to find and use
• Track common customer questions, onboarding challenges, and recurring themes, sharing insights with the Customer Experience team to improve the customer journey
• Monitor key Product-Led Growth (PLG) metrics, including new self-service signups, customer outreach, response rates, activation, implementation progress, and go-live success
• Share observations with the Customer Experience team to help improve customer education and self-service resources
• Identify and surface upgrade opportunities to the Customer Experience team
• Assist with simple reporting related to customer inquiries and self-service usage
• Assist with customer communications
• Help build and maintain internal documentation and process guides
• Support day-to-day operational tasks within the Customer Experience team

Requirements:

• 1–2 years of experience in customer support, customer success, technical support, SaaS support, or a related customer-facing role
• Strong written and verbal communication skills
• Excellent attention to detail and organizational skills
• Customer-first mindset with a desire to help others succeed
• Comfortable learning new software and technology
• Ability to work independently while asking questions and seeking feedback
• Familiarity with Product-Led Growth (PLG) concepts and customer adoption metrics
• Experience using customer support tools such as Zendesk, Intercom, HubSpot, Salesforce, or similar platforms
• Experience creating or maintaining knowledge base articles and internal documentation
• Familiarity with analytics, reporting, or customer usage data
• Interest in growing a career in Customer Experience, Customer Success, or Support Operations