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.