Technical Customer Service/Onboarding Specialist
Job Description
Job DescriptionCompany Description
Technical Customer Support/Onboarding Specialist
Gorilla Dash is a fast-growing SaaS platform purpose-built for franchise businesses. We provide tools that help franchise owners streamline operations, improve customer engagement, and drive measurable revenue. Our clients span food, service, and retail industries, and we pride ourselves on a combination of powerful software and exceptional client service.
Job Description
We're seeking a proactive, technically minded Customer Support & Onboarding Specialist based in the United States to support our expanding client base. You'll be the face of Gorilla Dash for many of our customers-helping onboard new clients, supporting existing ones, and acting as a critical bridge between our users and the development team.
This role is ideal for someone with excellent communication skills, strong technical aptitude, and a passion for customer success. Experience with franchise businesses is a strong plus, as many of our clients operate within franchise networks. You'll work closely with teams in the US, Australia, and Taiwan, so flexibility for late working hours is essential.
- Guide new franchise clients through setup and onboarding
- Customize onboarding plans based on client needs and business models
- Deliver product demonstrations and training to new users
- Provide first-line technical support via email, chat, and video calls
- Troubleshoot product issues and escalate bugs or feature requests to the dev team
- Maintain high levels of customer satisfaction with timely, thoughtful responses
- Assist the sales team by conducting live demonstrations of the Gorilla Dash platform
- Help prospective clients understand how our software fits into their operations
- Serve as a liaison between clients and our product development team
- Track customer feedback and manage follow-ups through CRM or project management tools
- Ensure feature requests or enhancements are properly documented and communicated
- Attend and represent Gorilla Dash at franchise expos and tradeshows (primarily in the US)
- Engage with prospective clients, give demos, and collect feedback
Qualifications
- 3+ years of experience in technical customer support, account management, or SaaS onboarding
- Excellent verbal and written communication skills
- High technical literacy; able to grasp software workflows quickly and explain them clearly
- Strong problem-solving and organizational skills
- Experience using helpdesk, CRM, and project management tools (e.g., Intercom, HubSpot, ClickUp, etc.)
- Comfortable working independently and remotely with international teams
- Willingness to work late hours to align with teams in Australia and Taiwan
- Exposure to or experience working with franchise businesses is a strong plus
Additional Information
- Base Salary: $70,000 USD per year
- Bonus Potential: based on onboarding success, customer satisfaction, and retention metrics
- Work Setup:
- Remote-first flexibility, or office access in West Palm Beach, FL
- Occasional US travel to tradeshows and events
- Collaborative, mission-driven team environment
- Flexible working hours
- Paid vacation and optional professional development support
All your information will be kept confidential according to EEO guidelines.