Customer Onboarding And Engagement Specialist

Company Description

NowFloats is focused on improving local online discovery for small and medium businesses by structuring their information so it can be easily found by nearby consumers. Using a patent-pending location-based SEO process, the company helps businesses appear prominently in local search results. NowFloats offers both an organic discovery model with automated search engine optimization and a hybrid model that combines organic reach with paid marketing tools such as Google Ads and Facebook ads. To deepen customer engagement, the company provides RIA (Relationship Intelligence Agent), which enables businesses to stay connected with their customers with minimal manual effort.

About the Role:

We are looking for an experienced Customer Support - Enterprise Customers to deliver a high-quality support experience to our enterprise and multi-location customers. Our customers use Boost 360 to manage their digital presence across multiple business locations. You will be responsible for helping customers successfully use the platform, resolving complex queries, driving product adoption and ensuring every interaction reflects a high standard of customer experience. This is more than a ticket-resolution role- you will own the customer experience from problem identification to resolution.

What You Will Do

• ● Manage the end-to-end support experience for enterprise and multi-location customers through calls, chats, emails and support tickets.
• ● Build strong relationships with customers and understand their business requirements, challenges and expectations.
• ● Troubleshoot and resolve product, platform, account, configuration and usability-related issues.
• ● Support customers across key areas of the platform including multi-location management, websites, content, enquiries, reviews, analytics and other digital business solutions.
• ● Support customer onboarding, implementation and product adoption.
• ● Conduct product walkthroughs and training sessions to ensure customers and their teams can effectively use the platform.
• ● Take ownership of complex and escalated issues, coordinate with internal teams and ensure timely closure.
• ● Work closely with Product, Technology, Implementation, Sales and other internal stakeholders to resolve customer issues.
• ● Maintain proactive communication with customers throughout the resolution process and ensure they are never left without an update.
• ● Manage multiple enterprise customers and priorities simultaneously while maintaining service quality.
• ● Maintain accurate customer interaction, issue and resolution records in CRM/ticketing systems.
• ● Identify recurring issues and provide meaningful feedback to Product and Technology teams to improve the customer experience.
• ● Educate customers on relevant features and best practices to increase product adoption and customer value.
• ● Identify opportunities where additional product capabilities or services can benefit the customer and collaborate with the relevant internal teams.
• ● Monitor and consistently achieve SLA, response time, resolution time, CSAT and productivity targets.
• ● Handle challenging customer situations with maturity, empathy and professionalism.

What Were Looking For

• ● 3–6 years of experience in Customer Support, Customer Success, SaaS Support, Enterprise Support, Technical Support or Client Servicing.
• ● Experience handling B2B, enterprise or multi-location customers is highly preferred.
• ● Excellent verbal and written communication skills.
• ● Strong customer relationship and stakeholder-management skills.
• ● Proven ability to troubleshoot issues and provide structured, practical solutions.
• ● Comfortable handling customers through calls, email, chat and ticketing platforms.
• ● Good understanding of SaaS/web-based products, dashboards and digital platforms.
• ● Strong analytical and problem-solving abilities.
• ● Ability to manage multiple customers and priorities in a fast-paced environment.
• ● Strong ownership, follow-up and escalation-management skills.
• ● Customer-first mindset with the ability to handle demanding customers professionally.