Customer 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 are Certified Great Place to Work in the Philippines.

About the Role

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

Responsibilities

• 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
• Use AI-enabled insights and reporting tools to detect engagement gaps, churn risk signals, and product adoption trends proactively
• Leverage AI-assisted support tools to improve response quality and efficiency
• Champion the voice of the customer internally by delivering structured product feedback to Product and Engineering teams
• Identify churn risk and implement value-add actions to mitigate potential churn
• Partner cross-functionally with Sales, Technical Solutions, Finance, Legal, and Operations

Requirements

• 1–3+ years of customer service or B2B SaaS support experience
• Professional spoken and written English
• Experience using live chat or support software such as Intercom, Zendesk, Salesforce, or similar platforms
• Excellent written and verbal communication skills; able to explain complex software concepts clearly
• Strong problem-solving skills with the ability to remain calm and solution-focused under pressure
• Comfortable learning and adopting modern customer enablement, AI, and support tools
• Experience in B2B SaaS, accounting professional services, training, education, or customer support environments preferred

Benefits

• Industry-leading medical, dental, and vision insurance for you and up to three dependents
• 15 paid time off days per year (including 5 Karbon Days)
• 7 sick leave days per year
• Internet and work-from-home subsidy
• Meal allowance per working day
• Rice subsidy
• Laundry allowance
• Discretionary bonus program
• Flexible remote work environment built on trust and autonomy