[Hiring] Customer Journey Specialist @Fullsteam

Role Description

The Customer Journey Specialist is an SC Navigator subject matter expert (SME) within the Customer Experience organization, guiding self-storage operators from onboarding and implementation through go-live and into ongoing support. This hybrid role combines implementation project management, system configuration, customer training, and advanced troubleshooting. The Specialist leads customers through the SC Navigator onboarding roadmap, including new customers and customers migrating from legacy Storage Commander brands, and stays a trusted resource after launch by resolving escalated and complex issues, providing root-cause analysis, and partnering with Product and Engineering. By connecting Onboarding and Support, this role gives customers continuity across their whole journey and helps strengthen onboarding and technical capability across the CX team.

Primary Responsibilities

• Onboarding & Implementation
  • Own end-to-end SC Navigator onboarding projects from kickoff through go-live and stabilization, managing timelines, milestones, and customer task completion in OnRamp.
  • Lead system preparation and configuration: review operational setup questionnaires; configure rates, fees, and billing structures; set up user roles and permissions; configure leases and documents; and build facility maps where applicable.
  • Support BU-to-BU migrations from SyraSoft, DoorSwap, Space Control, and Domico, validating data conversions (tenants, units, balances, ledgers, and paid-through dates) before and after cutover.
  • Coordinate go-live readiness with Payments (merchant account and MID approval), Risk Assurance Onboarding Coaches, and CSMs so that software, payments, and tenant protection launch together.
  • Deliver live, hands-on SC Navigator training to facility managers, regional managers, and corporate administrators, covering daily workflows such as move-ins, move-outs, payments, refunds, collections, lien processing, and reporting.
  • Help configure and validate third-party integrations at go-live, including security gate and access control, call center, SMS, website, and accounting connections, in partnership with Product and integration partners.
  • Provide structured post-launch support during stabilization so customers are confident and self-sufficient before moving fully into ongoing Support.
• Customer Support & Escalation
  • Serve as an SC Navigator SME and escalation resource for complex cases that require advanced troubleshooting, data analysis, or collaboration with Engineering.
  • Provide live, real-time support on customer calls, including hands-on troubleshooting, data validation, and testing to confirm solutions.
  • Take part in the SC Navigator Support coverage model, staying available during assigned shifts and working tickets across SC Navigator and legacy-brand queues as needed.
  • Follow and reinforce escalation paths, making sure technicians complete full troubleshooting and documentation before escalating.
  • Review escalated cases for completeness and accuracy before assigning them to Support Engineers, minimizing rework.
  • Own escalated cases from intake to resolution, with timely updates and clear communication to customers and internal teams.
  • Work with Support Engineers to reproduce, document, and help resolve software defects and data issues.
  • Monitor queue activity and help with ticket prioritization and workload balancing.
• Customer Success & Continuous Improvement
  • Partner with CSMs during onboarding and on high-visibility or at-risk accounts to address concerns early, strengthen adoption, and support long-term retention.
  • Spot recurring onboarding and support issues and turn them into improvements to SC Navigator setup playbooks, training materials, knowledge base articles, and the OnRamp experience.
  • Share customer feedback and product gaps with Product Management to help shape the SC Navigator roadmap.
  • Document and communicate root causes, resolutions, and workarounds to prevent repeat issues.
  • Help Support and Onboarding leaders with reporting, queue management, and coverage as needed.

Qualifications

• Deep troubleshooting knowledge of complex systems, databases, and integrations.
• Strong written and verbal communication skills with a focus on customer education and relationship building.
• Demonstrated ability to follow and reinforce escalation procedures.
• Ability to identify root causes, recognize recurring issues, and clearly document findings.
• Ability to share technical knowledge and provide guidance to Customer Support Technicians to strengthen team capabilities.
• Ability to manage multiple customer onboarding projects, timelines, milestones, and competing priorities simultaneously.
• Ability to identify onboarding risks and proactively drive customers and internal stakeholders toward resolution.
• Strong understanding of ticket management workflows in Salesforce Service Cloud, Zoho Desk, or similar platforms.
• Ability to collaborate effectively with Support Engineers and cross-functional teams on complex technical issues.

Requirements

• 2–4 years of SaaS customer onboarding, implementation, technical support, or similar customer-facing experience, ideally within a multi-product environment.
• Demonstrated experience handling complex or escalated technical support cases.
• Strong organizational skills with the ability to manage multiple cases and priorities simultaneously.
• Familiarity with databases, payment processing systems, APIs, and/or third-party integrations.
• Ability to analyze technical information and communicate findings clearly to both technical and non-technical audiences.

Benefits

• Hourly Range: $22.00-$27.50 / hour USD

Company Description

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.