Customer Support Specialist

About Karbon

Karbon is the global leader in AI-powered practice management software for accounting firms. We provide an award-winning cloud platform that helps tens of thousands of accounting professionals work more efficiently and collaboratively every day. With customers in 40 countries, we have grown into a globally distributed team across the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, growing rapidly, and have a people-first culture that is recognized with Great Place To Work® certification and on Fortune magazine's Best Small Workplaces™ List.

You will provide high-quality video and live technical chat support while delivering onboarding and training that ensures customers realize meaningful value within their first 90 days. You’ll help drive adoption, mitigate churn risk, and contribute to scalable support operations as Karbon continues to grow globally.

This role combines reactive support with proactive enablement — helping customers not just solve problems, but succeed on the platform.

About the Role

• Provide video and live chat support to customers, delivering clear and timely resolutions to technical and workflow-related questions.

• Deliver onboarding and training on the Karbon platform to drive customer satisfaction and early value realization.

• Ensure customers achieve measurable value within the first 90 days post-sale through structured enablement and proactive engagement.

• Drive growth within existing customers by increasing awareness and adoption of Karbon’s full functionality.

• Increase participation in free service offerings such as Getting Started and Onboarding webinar series.

• Acquire and maintain deep knowledge of Karbon’s value proposition and evolving customer needs.

• Assist with customer-facing operational activities including updating client data, support resources, and support videos (Excel proficiency a plus).

• Identify churn risk accurately and implement value-add actions to mitigate potential churn, developing repeatable processes as the team scales.

• Champion the voice of the customer internally by delivering structured product feedback to Product and Engineering teams.

• Partner cross-functionally with Sales, SMEs, Technical Solutions, Finance, Legal, and Operations to ensure operational excellence.

• Contribute to expanding and refining global support processes through structured hypothesis testing and data-driven iteration.

• Leverage AI-assisted support tools (e.g., automated response suggestions, knowledge retrieval, workflow automation) to improve response quality and efficiency.

• Use AI-enabled insights and reporting tools to detect engagement gaps, churn risk signals, and product adoption trends proactively.

About You!

• 1–3+ years of customer service or B2B SaaS support experience.

• Experience using live chat or support software such as Intercom, Zendesk, Salesforce, or similar platforms.

• Strong problem-solving skills with the ability to remain calm and solution-focused under pressure.

• Excellent written and verbal communication skills; able to explain complex software concepts clearly and consultatively.

• Comfortable learning and adopting modern customer enablement, AI, and support tools to improve efficiency and impact.

• Experience in B2B SaaS, accounting professional services, training, education, or customer support environments preferred.

• Professional spoken and written English (additional languages a plus).

Please note: Hours for this role are 12am–9am Tuesday–Saturday, with training hours at 10pm–7am Monday–Saturday.

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 [email protected] 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!