Customer Support & Onboarding Specialist

Role Overview

We are looking for a Customer Onboarding & Success Specialist to design, implement, and

continuously improve the onboarding journey for new users of our platform. This role will ensure

customers experience early success, adopt core use cases, and feel empowered to drive value from

our offerings.

The ideal candidate is a strong communicator with proven experience in customer success,

onboarding design, and SaaS adoption processes. You will play a critical role in helping customers

achieve measurable outcomes during their first 90 days and beyond.

Key Responsibilities:

Onboarding Process Design

 Define and document the end-to-end onboarding journey (emails, walkthroughs, tutorials,

support touchpoints).

 Develop step-by-step workflows tailored to user personas (innovation, procurement,

regional ecosystem, investor).

 Build success checklists, milestone tracking, and activation metrics for the first 30/60/90

days.

Execution & Customer Engagement

 Guide new users through account setup, product walkthroughs, and role-specific tutorials.

 Host live/recorded onboarding sessions (webinars, Q&A, office hours).

 Monitor early usage and proactively engage under-utilized accounts with personalized

support.

Govshop India Pvt Ltd

634-FF, Westend Marg Saiyadulajyab, New Delhi 110030 India

Job Title – Customer Support & Onboarding Specialist

Content & Enablement

 Create guides, videos, FAQs, and knowledge base articles to support scalable onboarding.

 Collaborate with analysts and SMEs to build role-based training modules.

 Partner with marketing to align onboarding emails, in-app communications, and community

invites.

Feedback & Iteration

 Capture user feedback and convert insights into product and process improvements.

 Collaborate with product team to enhance guided tours, in-app nudges, and contextual help.

 Track and report onboarding KPIs: time to first value, feature adoption, churn risk indicators.

Required Skills & Qualifications:

1. 3+ years of experience in onboarding, customer success, implementation, or SaaS account

management.

2. Strong ability to map customer journeys into repeatable, scalable processes.

3. Excellent communication and facilitation skills with senior stakeholders.

4. Proven experience in developing training materials (tutorials, videos, webinars).

5. Data-driven mindset; comfortable with CRM tools, usage metrics, and engagement

dashboards.

6. Bonus: Exposure to market intelligence, supply chains, defense/manufacturing, or emerging

tech ecosystems.

7. Should be familiar with Ticketing system CRM (HubSpot, Salesforce, or similar) Knowledge

base tools Chatbot platform.

Perks & Benefits :

Working Days: Monday – Friday

Job Types: Full-time, Permanent

Pay: ₹1,000,000.00 - ₹1,200,000.00 per year

Benefits:

• Health insurance
• Leave encashment
• Life insurance
• Paid sick time
• Provident Fund
• Work from home

Work Location: In person