Customer Support Specialist I - Remote
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 2d ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 111d ago
The date the source published, not the day we noticed it (2026-07-14). Last seen at its source just now.
We have tracked this listing since 20 Oct 2026 (12 days). The employer's own board has carried it every time we have read it, most recently just now.
Is it remote?
The listing says yes
The location field doesn't say remote, so our assessment is based on the title or the description. Read the listing before applying.
Who may apply?
United States
The description agrees: it names United States.
What the ad says
…Location: Remote - United States Position…
Pay not stated
Similar roles pay $81.5k–150k/yr
Middle 50% of 489 listings that do state pay — Customer · all levels · United States · USD/year. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
-
Greenhouse employer's own board first seen 12d ago · last seen just now
The listing
Customer Support Specialist I
Function: Customer Experience
Reports to: Director, Customer Support
Location: Remote - United States
Position Summary:
The Customer Support Specialist I provides tier one support for OnBoard, Govenda, and eScribe and related products for both customers and internal employees. This role is responsible for troubleshooting software and technical issues, resolving customer problems using our platforms, delivering an excellent customer experience, and becoming a subject matter expert on supported products. The position supports customers through email, chat, phone, web, and meeting tools while meeting service level expectations.
Current support coverage is primarily aligned to U.S. business hours, based on operational needs. Team members must be available to work assigned schedules and participate in rotating on-call coverage for after-hours and weekend support.
Regular Hours: 8-5PM, M-F
On Call
- Frequency: Once every 3 to 5 weeks.
- Duration: 1 full week at a time - Thursday to Wednesday (this might change)
- Weekdays: On-call after hours from 8:00 AM to 2:00 AM.
- Weekends: 24/7 on-call coverage.
- Coverage: Calls come directly to your cell phone
Key Responsibilities:
- Resolve customer issues, answer customer questions, and provide product support for OnBoard, Govenda, and related platforms through ticketing systems, email, chat, phone, and virtual meetings.
- Troubleshoot software, configuration, access, and technical issues for customers.
- Prioritize support cases and provide timely customer updates on status, progress, and resolution.
- Meet first response and service level expectations.
- Escalate complex issues with clear documentation including problem statement, steps to reproduce, and environment details.
- Assist customers with product navigation, features, workflows, and best practices.
- Create and maintain internal and customer-facing knowledge articles.
- Identify recurring issues, customer pain points, and training opportunities.
- Partner with Customer Success Managers and internal teams to support customer outcomes.
- Use AI tools responsibly to improve productivity, research, ticket quality, and customer experience.
- Participate in quarterly trend reviews and continuous improvement initiatives.
- Protect customer data and follow company security policies.
Skills and Experience Needed:
- Minimum 3+ years of experience in customer support, technical support, SaaS support, or related customer-facing roles.
- Minimum 2+ years of experience using ticketing platforms such as Zendesk, ServiceNow, BMC Helix, Freshdesk, or similar case management tools.
- Strong customer service mindset with passion for helping customers succeed.
- Experience collaborating with Product, Engineering, QA, and Customer Success teams.
- Basic knowledge of APIs, SSO, browser troubleshooting, HAR files, and browser logs preferred.
- Familiarity with monitoring tools such as Datadog, Grafana, or Prometheus preferred.
- Strong technical documentation and writing skills.
- Ability to de-escalate customer concerns and remain calm under pressure.
- AI fluency with experience using generative AI tools such as ChatGPT, Claude, Gemini, or similar platforms to improve productivity, research, and communication quality preferred.
Competencies:
Accountability
Adaptability
AI Curiosity / Innovation
Applied Learning
Business Acumen
Collaboration
Customer Focus
Dealing w/Ambiguity
Decision Making
Driving for Results
Initiating Action
Planning & Organizing
Technical/Professional Knowledge/Skills
About the Company:
Boards set the standard for what organizations can achieve. At OnBoard, our board management software helps boards function at a higher level so every organization can make a bigger difference in the world.
Launched in 2011, today, OnBoard serves as the board intelligence platform for more than 5,000 organizations and their 12,000 boards and committees in 60 countries worldwide. With customers in higher education, nonprofit, healthcare systems, government, and enterprise business, OnBoard is the leading board management provider.
OnBoard has grown from a class project at Purdue University in West Lafayette, Indiana in 2003 into the world’s leading board management software platform today. Backed by JMI Equity and the acquisitions of eScribe and Govenda, OnBoard is positioned to become the industry leader in Board Management and Meeting Solutions for private and public sector entities.
Benefits and Perks:
- Fully remote work with company provided equipment (laptop, software, etc.)
- Employment with a growing, casual, fun, philanthropic minded company
- US Based Employees
- Comprehensive, high-quality medical/prescription drug plan options, as well as dental and vision plan offerings.
- An employer contribution to your Health Savings Account (HSA) if you participate in a High Deductible Healthcare Plan.
- Medical Flexible Spending Accounts available.
- Dependent Care Flexible Spending Accounts available.
- Basic life insurance in the amount of $50,000 or 1 X’s your salary (whichever is higher).
- Short and long-term disability and Accidental Death and Dismemberment benefits at no cost to you.