Customer Success Specialist

Job Description

Customer Support + Success & Onboarding Specialist Location: Chandigarh Time Zones: Flexible hours to support US & European clients Department: Customer support Role Overview We are looking for a Customer Support + Success & Onboarding Specialist to be the face of FabFunnel for our global user base. You’ll onboard new clients, guide them to value, and ensure they succeed — from first login to scaling their campaigns. This is a critical client-facing role ideal for someone who is technically inclined, great with people, and has deep familiarity with digital marketing tools and workflows. Key Responsibilities Manage client onboarding via Zoom and screen-share walkthroughs Offer live chat support and respond to tickets with speed and empathy Educate clients on campaign tracking, post backs, integrations, etc. Troubleshoot product or tracking issues and collaborate with engineering Actively monitor usage and engage with high-value accounts to ensure retention Maintain clean data and workflows in HubSpot Collaborate with Sales and Product teams to identify improvement areas Contribute to knowledge base articles, videos, and help documentation Required Qualifications 5–7 years of experience in SaaS Customer Support, Onboarding, or Success roles Hands-on experience with: Live chat tools Zoom-based onboarding and training HubSpot CRM for pipeline and ticket management Deep understanding of Affiliate marketing basics (clicks, conversions, postbacks) Search arbitrage and pay-per-call models (preferred) Common ad platforms and martech tools Excellent written and verbal communication skills in English Technically confident and able to work with product teams to resolve issues Comfortable working evening/night shifts to match US & EU time zones Bonus (Not Required) Prior work with affiliate marketers, agencies, or ad networks Knowledge of other languages (German, Spanish, Portuguese, Russian) Experience at a startup or mar tech/AdTech product company What You’ll Get Competitive compensation Opportunity to join early at a fast-growing SaaS company High ownership and room to grow into team leadership An exciting work culture where your input matters Office location: Chandigarh Job Type: Full-time Schedule: Day shift Work Location: In person