Product Specialist – Customer Onboarding & Support

Job Title

Product Specialist – Customer Onboarding & Support

Tempe, AZ (In-Office)

Soraban helps accounting firms and finance teams work smarter by combining automation, AI-powered workflows, and modern tools into one platform. Our customers rely on us during their most critical moments, especially during the accounting busy season, and we take that responsibility seriously. If you are customer-obsessed, curious about technology, and energized by solving real problems, you will feel at home here.

We are looking for a Product Specialist – Customer Onboarding & Support to help customers get up and running quickly on the Soraban platform and to serve as a Tier 1 support expert once they are live.

This role is split roughly 60 percent customer support and 40 percent onboarding, with a strong emphasis on delivering a high-quality customer experience across both. You will work across SMB, mid‑market, and enterprise customers, acting as a trusted product expert while partnering closely with Engineering and Product to ensure customer issues are resolved efficiently and thoughtfully.

This role is a great fit for someone with SaaS support experience who enjoys both technical problem‑solving and customer interaction.

• Lead live, one‑to‑many onboarding webinars for new customers
• Configure the Soraban platform to meet customer needs
• Support data imports, migrations, and initial setup
• Deliver product training and best practices to ensure customers reach value quickly
• Help standardize and improve onboarding processes to make them scalable and repeatable
• Partner with internal teams to continuously improve the onboarding experience

• Provide Tier 1 support via email, chat, and phone
• Troubleshoot and resolve:
  • Product usage and how‑to questions
  • Bug reports and issue triage
  • Billing‑related questions
  • Light technical and data‑related issues
• Escalate complex issues to Engineering while owning the customer communication and resolution end‑to‑end
• Track and document issues clearly to support faster resolutions and better product insights

• Share customer feedback and trends with Product and Engineering
• Help create and improve help documentation, FAQs, and internal knowledge
• Identify patterns in customer issues and suggest proactive improvements
• Surface potential expansion or upsell opportunities by creating leads when appropriate

• High customer satisfaction scores
• Strong first‑contact resolution rates
• Efficient onboarding completion and time‑to‑value
• Clear, consistent communication with customers during issue resolution
• Positive contributions to internal dashboards tracking support and onboarding metrics

• Two or more years of experience in SaaS customer support or customer success
• Strong customer communication skills across phone, chat, and email
• Ability to explain technical concepts clearly to non‑technical users
• Experience working with CRM or support tools, Hub Spot experience is a plus
• Willingness to work extended hours during accounting busy season when needed
• Customer‑first mindset with strong ownership and follow‑through

• Familiarity with APIs
• Working knowledge of SQL
• Experience with AI‑powered workflows
• Experience supporting mid‑market or enterprise customers

• Make a direct impact on customers during their most important workflows
• Work with modern technology at the intersection of accounting, automation, and AI
• Join a growing team that values ownership, curiosity, and customer obsession
• Build a strong foundation for growth into Customer Success, Product, or Technical roles