Customer Onboarding, Support & Training Specialist
Location: Remote
Reports to: Customer Success
Type: Full-time
About ShopView.com
ShopView is reimagining how independent heavy-duty and automotive repair shops run their businesses. We offer modern shop management software designed to reduce chaos in the bays, improve visibility, and help shop owners grow-all without the bloat of legacy systems.
We’re an AI-forward team that’s building tools to save time, reduce double entry, and deliver real business insights with minimal effort. Our customers are great at fixing trucks-we’re here to help them run smarter shops.
The Role
We’re looking for a Customer Onboarding, Support & Training Specialist to lead new customers through setup, guide them as they learn, and support them when they hit a snag. You’ll combine 1:1 onboarding with scalable training content, and you'll be on the front lines in live chat helping shops get answers fast.
This role is ideal for someone who thrives at the intersection of people, product, and process-someone who’s comfortable supporting users, documenting solutions, and always looking for ways AI can make things faster and smarter for the whole team.
What You’ll Do
🛠️ Account Setup & Onboarding
- Own the customer onboarding journey-from kickoff through full go-live.
- Customize workflows, configure settings, and guide users through initial setup.
- Deliver clear, confident walkthroughs via video calls, email, or live chat.
💬 Live Chat & Customer Support
- Respond to customer questions and issues via live chat, with empathy and clarity.
- Triage and escalate bugs or feature requests to the product team.
- Spot common themes in support and turn them into reusable help content or training moments.
📚 Knowledge Base & Self-Serve Training
- Build and maintain a modern, searchable help center with AI-friendly structure.
- Create guides, videos, templates, and workflows to make learning the product effortless.
- Drive adoption through in-app guidance, onboarding checklists, and proactive nudges.
⚙️ AI-First Thinking
- Use AI tools to draft help articles, summarize support conversations, or power internal automations.
- Partner with product and engineering to integrate more intelligence into the onboarding and support experience.
- Always ask: “How can we solve this once so we don’t have to solve it again?”
What We’re Looking For
- 2+ years experience in customer onboarding, support, or training (SaaS experience preferred).
- Excellent written and verbal communication-especially in fast-paced support environments.
- Confident in live chat, screen shares, and 1:1 video walkthroughs.
- Strong documentation and content creation skills.
- Comfortable experimenting with AI tools like ChatGPT, Loom, Notion AI, or similar.
- Ability to connect with shop owners and technicians in a clear, respectful, no-fluff tone.
Bonus Points For
- Experience at an early-stage SaaS startup or in a customer support environment.
- Familiarity with shop management systems or industry tools.
Why Join Us?
ShopView is built for the people who keep the world moving-mechanics, shop owners, and teams who value speed, clarity, and results. As part of our team, you’ll shape how we welcome, train, and support every shop we bring on board. If you’re excited about using AI to level up support and training, and want to work where your ideas actually get shipped, let’s talk.
How to Apply
We want to get to know the real you—not just the resume version. Please send the following to careers@shopview.com:
- Email with Introduction including your CV and/or LinkedIn profile
- A short custom-recorded video introducing yourself and telling us why you’re the right fit for this role
We review every application carefully and will be in touch if there’s a match.
Looking forward to hearing from you!
