Customer Journey Specialist

Fullsteam

. Own end-to-end SC Navigator onboarding projects from kickoff through go-live and stabilization .

Posted 10/27/2026full-timeRemote • United StatesJuniorMid-Level💰 $22 - $28 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in SaaS customer onboarding and technical support, with a strong focus on managing complex projects, troubleshooting integrations, and delivering effective training. Proficient in communicating technical information clearly to diverse audiences while ensuring customer satisfaction and operational efficiency.

Highest-signal resume keywords

SaaS Customer OnboardingTechnical SupportComplex Problem SolvingTicket Management WorkflowsThird-Party Integrations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data ValidationTroubleshootingConfiguration ManagementProject ManagementDatabase FamiliarityPayment Processing SystemsAPI KnowledgeEscalation ProceduresCustomer EducationReporting

Soft Skills

Strong Organizational SkillsWritten CommunicationVerbal CommunicationRelationship BuildingCollaboration

Tools & Technologies

Salesforce Service CloudZoho DeskOnRampSC NavigatorKnowledge Base Articles

Industry Keywords

Customer-Facing ExperienceImplementationTechnical GuidanceSupport EngineersQueue Management

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Own end-to-end SC Navigator onboarding projects from kickoff through go-live and stabilization
Manage timelines, milestones, and customer task completion in OnRamp
Configure rates, fees, billing structures, user roles, permissions, leases, documents, and facility maps
Support BU-to-BU migrations and validate tenant, unit, balance, ledger, and paid-through-date data conversions
Coordinate go-live readiness with Payments, Risk Assurance Onboarding Coaches, and CSMs
Deliver hands-on SC Navigator training covering move-ins, move-outs, payments, refunds, collections, lien processing, and reporting
Configure and validate third-party integrations including security gate/access control, call center, SMS, website, and accounting connections
Provide structured post-launch stabilization support
Serve as an SC Navigator SME and escalation resource for complex cases
Provide real-time customer-call support, troubleshooting, data validation, and solution testing
Participate in assigned SC Navigator and legacy-brand support coverage and work tickets
Review escalated cases for completeness and accuracy and own cases through resolution
Work with Support Engineers to reproduce, document, and resolve software defects and data issues
Monitor queue activity and assist with ticket prioritization and workload balancing
Partner with CSMs on onboarding and high-visibility or at-risk accounts
Improve setup playbooks, training materials, knowledge base articles, and the OnRamp experience
Share customer feedback and product gaps with Product Management
Document and communicate root causes, resolutions, and workarounds
Support reporting, queue management, and coverage as needed

Requirements

What you’ll need

2–4 years of SaaS customer onboarding, implementation, technical support, or similar customer-facing experience
Demonstrated experience handling complex or escalated technical support cases
Strong organizational skills with the ability to manage multiple cases and priorities simultaneously
Familiarity with databases, payment processing systems, APIs, and/or third-party integrations
Ability to analyze technical information and communicate findings clearly to both technical and non-technical audiences
Deep troubleshooting knowledge of complex systems, databases, and integrations
Strong written and verbal communication skills focused on customer education and relationship building
Experience with ticket management workflows in Salesforce Service Cloud, Zoho Desk, or similar platforms
Ability to follow and reinforce escalation procedures
Ability to identify root causes, recognize recurring issues, and clearly document findings
Ability to provide technical guidance to Customer Support Technicians
Ability to manage multiple customer onboarding projects, timelines, milestones, and competing priorities
Ability to identify onboarding risks and drive customers and internal stakeholders toward resolution
Ability to collaborate with Support Engineers and cross-functional teams on complex technical issues

Benefits

Comp & perks

Inclusive workplace valuing diversity of thought, experience, and background
Equal Opportunity/Affirmative Action employer