Software (SaaS) Onboarding and Support Specialist

Salary: $72,800 - 83,200 per year

Requirements:

• At least 2 years of B2B SaaS onboarding experience
• At least 2 years of SaaS support experience; this is not an IT support role
• Ability to learn, understand, and demonstrate software products
• Confidence managing customer relationships and leading onboarding sessions
• Excellent written and verbal communication skills
• Self-motivation, accountability, and ability to work independently
• Willingness to continually develop technical and product knowledge
• Helpful additional experience includes workflow-based, ERP-style, or operations-focused SaaS platforms; construction, trades, or facilities management; SMB customers; and customer success metrics such as adoption, churn, and CSAT

Responsibilities:

• Lead customer onboarding sessions using video calls and screen sharing
• Learn customers workflows and configure our software to support their business needs
• Guide customers through setup, best practices, and adoption of key features
• Create and maintain onboarding documentation, checklists, and training materials
• Provide professional support to SaaS customers by diagnosing, troubleshooting, and resolving software issues
• Handle escalated or complex cases and document issues, resolutions, and recurring patterns
• Follow up with customers to assess adoption and satisfaction, and proactively assist those who are struggling
• Professionally manage customer objections, complaints, and cancellation discussions
• Recommend relevant add-ons or higher-tier versions when appropriate
• Gather customer feedback and share insights internally to help improve our products
• Collaborate with internal teams to improve onboarding and support processes
• Take ownership of assigned work, follow through consistently, and perform related duties as needed

Technologies:

• ERP
• Support
• SMB

More:

We are Tech To U Inc., a growing, product-driven company that builds and supports specialized SaaS products for niche markets across North America. Our products, including GlassManager and LockerGM, help organizations streamline operations, improve efficiency, and gain visibility into workflows. You will join a small, high-impact team focused on long-term customer success, where ownership, initiative, and accountability matter. This full-time, in-person role is based in our Calgary office and combines onboarding, advanced software support, and customer success and retention activities. Compensation is $35–$40 per hour. Benefits include company events, dental and extended health care, life insurance, on-site parking, and vision care.

last updated 43 week of 2026