Onboarding Support Specialist

About Karbon

Karbon is the global leader in practice management software for growth-minded accounting firms. We provide an award-winning, highly collaborative cloud platform that streamlines work and communication, enabling the average accounting firm using Karbon to save 18.5 hours per week, per employee.

We have customers in 34 countries and have grown into a globally distributed team, with our people based throughout the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, have a fantastic team culture built on our values, are growing rapidly, and making a global impact.

About the Role

• Consolidate and import data, along with QA review
• Create and edit customer templates
• Prioritize and manage requests, including updating requesters and ticketing system on task completion
• Complete customer and or project account setup and tracking
• Assist with customer report requests; consolidate final reports for uploading in various systems
• Verify and validate customer's information for offboarding
• Remove customer information from systems
• Assist the sales, customer success, and services teams with contact management where needed
• Assist with customer business review preparation
• Follow up on customer survey requests
• Support customer education content creation
• Assist with other projects and initiatives as required to meet/exceed Karbon's business objectives

About You

Candidates with following experience are encouraged to apply:

• 1+ years related work experience (or equivalent)
• 1-2 years of customer service experience – since customer support representatives work directly with customers to solve end-user issues and answer questions, it's essential that you have strong customer service skills.
• BSIT preferred
• Excellent facility in the English language, both oral and written
• Experience in B2B account management, client services or comparable role
• Keen attention to details & ability to work through complex problems using creative solutions
• Good project management skills
• Ability to distill complex issues into easy to understand recommendations that can be conveyed in writing & verbally
• Highly motivated and self-directed
• Advanced knowledge of Google Suite and MS Office applications, especially Excel
• Basic familiarity with Internet technologies (HTML, FTP, cookies, web beacons, etc.)

Why Work at Karbon?

• Industry-leading benefits package including medical, dental, and vision insurance for you and up to three eligible dependents. Also:

• Work-from-home allowance

• Rice subsidy
• Meal allowance per working day

• Laundry allowance

• 15 paid time off days per year (which includes 5 Karbon Days per year)

• 7 Sick leave days per year
• Internet and work-from-home subsidy
• Discretionary bonus program
• Work with (and learn from) a very experienced team
• Be part of a startup team that will continue to grow around you
• Flexible approach to work environment (we believe in trust and autonomy)
• A culture of open communication, consistent feedback, and full transparency into company results, metrics, and financial position

Karbon embraces diversity and inclusion, aligning with our values as a business. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single criteria. If you've made it this far in the job description but your past experience doesn't perfectly align, we do encourage you to still apply. You could still be the right person for the role

We recruit and reward people based on capability and performance. We don't discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions that may hinder inclusion in the organization.

Generally, if you are a good person, we want to talk to you.

If there are any adjustments or accommodations that we can make to assist you during the recruitment process, and your journey at Karbon, contact us at for a confidential discussion.

At this time, we request that agency referrals are not submitted for this position. We appreciate your understanding and encourage direct applications from interested candidates. Thank you