Via
Customer Onboarding & Support Specialist
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Salary: £26,000–£30,000 per year Location: United Kingdom Working arrangement: Fully remote Employment type: Full-time | Permanent Start date: Flexible
About the opportunity
Via is partnering with a growing technology business looking for a Customer Onboarding & Support Specialist to help customers and suppliers get the most out of its eCommerce software platform.
The business provides technology that connects major retailers, brands and suppliers, helping them manage orders, integrations and day-to-day operations more efficiently.
This is a varied, customer-facing role combining onboarding, technical support, relationship management and problem-solving.
You'll help new suppliers get set up, support existing customers with questions and technical issues, and work closely with internal teams to ensure everything runs smoothly.
It's a great opportunity for someone with experience in SaaS customer support, onboarding, customer success or project coordination who enjoys helping people, solving problems and learning new technology.
What you'll be doing
- Manage the onboarding process for new suppliers, from initial setup through to completion
- Help customers and suppliers get started with the software platform
- Support platform testing and technical integrations during onboarding
- Provide training and guidance to help customers use the system confidently
- Act as a main point of contact for customer questions, requests and issues
- Troubleshoot problems involving orders, platform functionality, integrations and data
- Investigate technical issues and escalate more complex problems when needed
- Take ownership of support tickets and follow issues through to resolution
- Keep customers updated on progress and expected next steps
- Attend and manage regular customer calls, including weekly ticket updates
- Work closely with Product, Engineering and Service Desk teams
- Help manage incidents and ensure requests are handled within agreed service levels
- Create helpful documentation, including user guides, FAQs and process instructions
- Identify opportunities to improve onboarding, support processes and customer experience
- Manage multiple customer requests and onboarding projects simultaneously
- Build positive, long-term relationships with customers and suppliers
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What we're looking for
- At least 1 year of experience in SaaS customer support, onboarding, customer success, technical support or project coordination
- Experience working directly with customers or clients
- Strong communication skills, both written and verbal
- Confidence managing customer queries and resolving problems
- Good organisation and the ability to manage multiple tasks or projects
- Comfortable using software platforms and learning new systems
- An interest in technology and understanding how different systems connect
- Strong attention to detail and a structured approach to troubleshooting
- Experience documenting processes or creating customer guidance
- Ability to work independently in a remote environment
- A proactive attitude and willingness to take ownership of issues
- Comfortable working with customers who have different priorities and response times
- Collaborative approach to working with technical and non-technical teams
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Useful additional experience
- SaaS implementation or software onboarding
- eCommerce or retail technology
- Supplier onboarding or supplier relationship management
- Technical support or service desk environments
- APIs and software integrations
- Order management systems
- Ticketing platforms and SLA management
- Incident management and troubleshooting
- Customer training and product demonstrations
- Process improvement and knowledge-base documentation
You don't need to be a developer or have advanced technical skills. An understanding of software integrations or APIs would be helpful, but a willingness to learn is just as important. Candidates from customer support, customer success, implementation, technical support and SaaS operations backgrounds are encouraged to apply.
Why apply?
- £26,000–£30,000 salary
- Fully remote working within the UK
- Join a growing international technology business
- Work with software used by major retailers, brands and suppliers
- Gain experience across customer onboarding, SaaS support and technical integrations
- Develop valuable knowledge of eCommerce technology
- Work closely with Product and Engineering teams
- Opportunities to improve processes and take ownership of projects
- Supportive, collaborative working environment
- Professional development and opportunities to grow your technical skills
- Varied responsibilities and exposure to different areas of the business
If you have experience supporting customers in a SaaS environment and enjoy solving problems, learning technology and building relationships, we'd love to hear from you.
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