[Hiring] Customer Success and Onboarding Specialist @Penbrothers

Role Description

We are looking for a proactive and customer-oriented Customer Success and Onboarding Specialist to support the ongoing development of our client's knowledge base and help documentation. Initially, you will focus on improving existing support resources by creating instructional videos, how-to guides, and other learning materials that help customers navigate and maximize the platform.

As the customer base grows, you will gradually take on more client-facing responsibilities, including:

• Customer onboarding
• Platform training
• Responding to support inquiries
• Communicating new features and product updates

This role is ideal for someone with experience in software onboarding, implementation, training, or customer success who can simplify technical information and make software easier for customers to use.

Qualifications

• At least 3 years of experience in software onboarding, software implementation, customer training, customer success, or a related role.
• Experience explaining software functionality and translating complex processes into clear, easy-to-follow instructions.
• Strong written and verbal communication skills, with the ability to communicate effectively with both technical and nontechnical users.
• Experience creating training materials, user guides, standard operating procedures, or instructional videos.
• Strong organizational skills and attention to detail, particularly when maintaining documentation and learning resources.
• A customer-focused mindset and the ability to understand user needs, resolve questions, and guide customers toward effective solutions.
• The ability to learn a new software platform quickly and develop a thorough understanding of its features and workflows.
• Confidence in conducting virtual training sessions, product walkthroughs, and customer conversations as the role evolves.
• A proactive and adaptable approach to working with a growing software business and an evolving product.

Requirements

• Experience supporting software used in field service operations, security alarm services, fire protection, dispatching, or technician management.
• Familiarity with video editing tools, screen recording software, and AI-generated voice-over tools.
• Experience developing customer-facing knowledge bases, help centers, FAQs, or self-service support resources.
• Experience communicating software updates, facilitating product adoption, or supporting customer retention.
• Familiarity with SaaS products and subscription-based business models.

Benefits

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
• Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.
• Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
• Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.