Customer Journey Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $22 - $27 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Fullsteam

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🚘 Automotive

🏥 Healthcare

📦 Logistics

Automotive • Healthcare • Logistics

Fullsteam is a leading provider of modern and scalable payments technology integrated with vertical software to offer industry-specific features and end-to-end business management systems. It delivers mission-critical infrastructure and technology, empowering a wide range of niche industries such as automotive, healthcare, recreation, and self-storage. Fullsteam's cloud-first payments technology is designed for secure, seamless integration with other vertical software, transforming how various industries conduct business. The company also offers membership and event management software for nonprofits, as well as ERP solutions for B2B markets.

📋 Description

• 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

• 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

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