Customer Support & Onboarding Manager

At Viio, we’re on a mission to redefine how businesses plan, manage and optimize their software investments. Our product lets companies get 360 degree visibility into all their SaaS and cloud vendors, receive intelligent recommendations for optimizing their licenses and contracts, and save up to 30% of their annual spend. We just raised a seed investment round, and now we’re looking to expand our team.

As the very first Customer Support & Onboarding Manager at Viio, you will play an absolutely pivotal role in helping our customers succeed. This role will be responsible for first-level support, onboarding and product training, and will set the standard for how we nurture customer relationships. As a growing startup, there’s plenty of opportunity to evolve and grow as we expand the team in the future, making this role ideal for a versatile individual who is keen on driving customer satisfaction within a fast-paced startup environment.

What you’ll do:

• Serve as the primary point of contact for all customer support queries, providing first-level support (in Slack, Intercom and email), and escalating technical issues to the QA & Engineering team, if necessary

• Develop an improved customer onboarding & training program that ensures high product adoption and short time-to-value for our customers, and work directly with new customers to configure and set up our product.

• Monitor customer platforms and health indicators, conduct regular check-ins, and proactively address customer needs and issues.

• Create and maintain help desk and training materials to help customers succeed with our product

• Collaborate closely with your colleagues in especially Account Management and Professional Services to deliver on customer success plans.

• Provide feedback to the product team on customer experiences and challenges to help shape future product enhancements

Who you are:

• Bachelor’s degree or higher (ex. Business/Communications/Marketing, or a related field)

• Minimum of 2-3 years of experience in Customer Support, Technical Support, Customer Success, or related roles, preferably within a B2B SaaS environment.

• Strong understanding of the B2B SaaS business model and customer lifecycle.

• Good communication and interpersonal skills, with a proven ability to build strong relationships with customers and team members.

• Demonstrated ability to manage and resolve first-level support issues; good familiarity with software troubleshooting is preferred (although you’ll of course have our Engineering team to rely on for technical support escalations)

• Experience with what good customer onboarding and training programs look like.

About Viio

At Viio, we’re building the intelligent spend optimization platform for SaaS, cloud and AI vendors – with features such as vendor and app discovery, usage tracking, savings and optimization insights and expert negotiation services.

Our HQ is in Copenhagen, Denmark, but we’re a diverse, passionate, remote/hybrid team of about 20+ individuals, spread across 5 countries and 10+ nationalities. Trust and transparency guides everything we do. At Viio, you will find a transparent culture, flexible vacation, minimal hierarchy, and maximum freedom to develop and execute your ideas. Our style of collaboration is based on honesty, trust and integrity, and we always love making new friends.

You will join a growing tech scale-up-team with some highly experienced individuals, which will give you a unique opportunity to learn and grow. As we are growing, we constantly need employees to take on more responsibility, and this is the right time to join if you want your career to grow alongside the company.