Software (SaaS) Onboarding and Support Specialist

*** This is the perfect opportunity for someone that is incredibly driven, tenacious, and willing to put the time and effort required to succeed.

Please do not apply if you do not have onboarding and support experience in software industry

This is NOT an IT Support role. ***

About Tech To U Inc.

Tech To U Inc. builds and supports specialized SaaS software products for niche markets across North America. Our products — including GlassManager and LockerGM — help businesses and organizations streamline operations, improve efficiency, and gain visibility into their workflows.

We are a growing, product-driven company focused on long-term customer success. You will be working with a small, high-impact team where ownership, initiative, and accountability matter.

Role Overview

As a Software (SaaS) Onboarding and Support Specialist, you will play a critical role in ensuring customers are successfully onboarded, supported, and continuously receiving value from our software.

This role combines:

- Customer onboarding
- Advanced software support
- Customer success and retention activities

You will work closely with customers to understand their business processes, configure the software to meet their needs, and proactively guide them toward long-term success.

Key Responsibilities

1. Onboarding

- Lead customer onboarding sessions via video calls and screen sharing
- Understand customer workflows and configure the software to align with their business needs
- Guide customers through setup, best practices, and adoption of key features




- Create and maintain onboarding documentation, checklists, and training materials

2. Support

- Provide high-quality, professional support to SaaS customers
- Diagnose, troubleshoot, and resolve software issues efficiently
- Handle escalated or complex cases beyond basic troubleshooting
- Clearly document issues, resolutions, and patterns

3. Customer Success

- Perform regular customer follow-ups to ensure adoption and satisfaction
- Identify customers who are struggling and proactively intervene
- Handle customer objections, complaints, and cancellation conversations professionally
- Promote relevant software add-ons or higher-tier versions when appropriate
- Gather customer feedback and communicate insights internally to improve the product

General

- Collaborate with internal teams to improve onboarding and support processes
- Take ownership of assigned responsibilities and follow through consistently
- Perform other related duties as required

Required Qualifications

- Proven experience supporting and onboarding B2B SaaS software
- Solid ability to learn, understand, and demonstrate software products
- Confident managing customer relationships and leading onboarding sessions




- Excellent written and verbal communication skills
- Self-motivated, accountable, and able to work independently
- Willingness to continuously learn and improve technical and product knowledge

Nice to Have

- Experience with workflow-based, ERP-style, or operations-focused SaaS platforms
- Background in construction, trades, facilities management, or similar industries
- Experience working with SMB customers
- Familiarity with customer success metrics (adoption, churn, CSAT)

Job Type: Full-time

Pay: $35.00-$40.00 per hour

Benefits:

- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Vision care

Application question(s):

- Describe a complex SaaS product you had to learn quickly. What steps did you take outside of formal training to become proficient?
- Describe a time you handled a difficult or unhappy SaaS customer. What actions did you take and what was the outcome?
- Are you located in Calgary and able to work in-person in our offices?
- If selected, when would you be able to start?
- Approximately how many SaaS customers have you personally onboarded, and which software products were they onboarded onto? Please be specific.
- Describe the SaaS support roles and activities you have performed (e.g., troubleshooting, escalations, onboarding support, customer success follow-ups), and specify which software products you supported.

Experience:

- SAAS Onboarding: 2 years (required)
- SAAS Support (Not IT Support): 2 years (required)

Work Location: In person

📌 Software (SAAS) Onboarding and Support Specialist (Calgary)
🏢 Tech To U
📍 Calgary