Onboarding and Support Manager

2 weeks ago

Belgrade, Central Serbia M Plus Full time €25,000 - €40,000 per year
Main Responsibilities:
  • Serve as the primary point of contact for new customers during onboarding and implementation
  • Host virtual training sessions
  • Troubleshoot technical issues and guide users toward solutions via email and video calls
  • Provide proactive outreach to ensure customer engagement and satisfaction post-launch
  • Collaborate with Product and Support teams to escalate and resolve complex issues
  • Collect and share customer feedback to help inform product improvements
  • Maintain accurate records of customer interactions and milestones using our CRM
  • Contribute to the creation of help center articles, guides, and video tutorials
What we expect from you:
  • Fluency in speaking Spanish and English language
  • Experience in account management, onboarding, customer success, or technical support—preferably in SaaS
  • Empathetic, patient communicator with a service-first mindset
  • Comfortable leading live training sessions and walking users through software workflows
  • Strong technical troubleshooting skills
  • Highly organized, self-motivated, and detail-oriented
  • Experience using helpdesk platforms, CRMs, and screen sharing tools
What you will get from us:
  • 9 am to 5 pm shift, Monday to Friday (training is conducted online and lasts up to two weeks)
  • The role is remote with occasional office visits
  • Opportunity to work with a dynamic, fast-growing team
  • Private health insurance
  • Benefit package available to all our employees (day off for a birthday, discounts with our partners from different industries, FitPass...)

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