Urgent: Customer Support & Onboarding Specialist for SaaS CRM Platform
Job Description: LeadCenter.AI is looking for a reliable, detail-oriented Support & Onboarding Specialist to help onboard new customers, provide ongoing product support, and ensure clients successfully adopt our platform. LeadCenter.AI is an AI-powered CRM, marketing automation, and operations platform built primarily for financial advisors. The platform helps firms capture leads, manage contacts, automate workflows, run email/SMS campaigns, manage events, sync calendars, integrate with CRMs like Redtail/Wealthbox/Salesforce, and track business performance through advanced reporting. We need someone who can become a product expert, guide customers through setup, answer support questions, document issues clearly, and coordinate with our technical team when needed. Responsibilities: Lead customer onboarding calls via Zoom. Help new customers configure their LeadCenter.AI accounts. Assist with data migration from CSV, Excel, Redtail, Wealthbox, Salesforce, and other systems. Help customers set up users, pipelines, lead sources, forms, landing pages, calendars, email templates, SMS templates, workflows, and reporting. Support DNS setup, email marketing domain authentication, website tracking scripts, embedded forms, event registration pages, and calendar iframes. Train customers and their teams on how to use the platform. Respond to customer questions by email, Zoom, phone, and chat. Troubleshoot product issues and clearly document bugs or enhancement requests for the development team. Follow up with customers to make sure onboarding tasks are completed on time. Create or improve help articles, SOPs, training videos, and internal onboarding checklists. Track customer requests and make sure nothing falls through the cracks. Work closely with the CEO, product team, developers, and marketing team to improve the customer experience. Ideal Candidate: Has experience in SaaS customer support, onboarding, customer success, or implementation. Is comfortable learning technical software quickly. Can communicate clearly with non-technical customers. Is organized, proactive, and good at following up. Can explain technical concepts in simple terms. Has strong written English and professional verbal communication. Is comfortable with Zoom calls and screen-sharing. Has experience using CRMs, marketing automation tools, help desk tools, or project management tools. Can document customer issues clearly for developers. Can work independently with minimal supervision. Nice to Have: Experience with CRM platforms such as Redtail, Wealthbox, Salesforce, HubSpot, GoHighLevel, or similar. Experience with email marketing, SMS marketing, workflows, landing pages, forms, or calendar scheduling tools. Experience with data migration, CSV cleanup, or CRM imports. Familiarity with financial advisors, RIAs, insurance agencies, or professional services firms. Basic understanding of DNS records, domain authentication, tracking scripts, and website embeds. Experience creating support documentation, SOPs, Loom videos, or help center articles. Requirements: Excellent English communication. Availability during at least part of U.S. Central Time business hours. Strong attention to detail. Ability to manage multiple onboarding clients at once. Fast learner with a customer-first mindset. Reliable internet connection and professional remote work setup. Compensation: Hourly or monthly retainer, depending on experience. Please include your desired hourly rate and availability. Working Hours: 8:00 AM to 5:00 PM US Central Time How to Apply: Please answer the following: 1. What SaaS platforms have you supported or onboarded customers for? 2. Have you worked with CRM, marketing automation, or customer success tools before? 3. Are you comfortable leading Zoom onboarding calls with customers? 4. Please describe one example of a customer onboarding or support process you managed. We are looking for someone long-term who can grow with the company and eventually own the customer onboarding and support function.