Technical Customer Service/Onboarding Specialist Job at United Franchise Group, West Palm Beach, FL

TjNrUzFxUk16NzQ0ZDk1L0JUZVMvVHcxaHc9PQ==
  • United Franchise Group
  • West Palm Beach, FL

Job Description



Technical Customer Support/Onboarding Specialist

Gorilla Dash is a fast-growing SaaS platform purpose-built for franchise businesses. We provide tools that help franchise owners streamline operations, improve customer engagement, and drive measurable revenue. Our clients span food, service, and retail industries, and we pride ourselves on a combination of powerful software and exceptional client service.

Job Description



We're seeking a proactive, technically minded Customer Support & Onboarding Specialist based in the United States to support our expanding client base. You'll be the face of Gorilla Dash for many of our customers-helping onboard new clients, supporting existing ones, and acting as a critical bridge between our users and the development team.

This role is ideal for someone with excellent communication skills, strong technical aptitude, and a passion for customer success. Experience with franchise businesses is a strong plus, as many of our clients operate within franchise networks. You'll work closely with teams in the US, Australia, and Taiwan, so flexibility for late working hours is essential.

- Guide new franchise clients through setup and onboarding

- Customize onboarding plans based on client needs and business models

- Deliver product demonstrations and training to new users

- Provide first-line technical support via email, chat, and video calls

- Troubleshoot product issues and escalate bugs or feature requests to the dev team

- Maintain high levels of customer satisfaction with timely, thoughtful responses

- Assist the sales team by conducting live demonstrations of the Gorilla Dash platform

- Help prospective clients understand how our software fits into their operations

- Serve as a liaison between clients and our product development team

- Track customer feedback and manage follow-ups through CRM or project management tools

- Ensure feature requests or enhancements are properly documented and communicated

- Attend and represent Gorilla Dash at franchise expos and tradeshows (primarily in the US)

- Engage with prospective clients, give demos, and collect feedback 

Qualifications



- 3+ years of experience in technical customer support, account management, or SaaS onboarding

- Excellent verbal and written communication skills 

- High technical literacy; able to grasp software workflows quickly and explain them clearly 

- Strong problem-solving and organizational skills

- Experience using helpdesk, CRM, and project management tools (e.g., Intercom, HubSpot, ClickUp, etc.) 

- Comfortable working independently and remotely with international teams 

- Willingness to work late hours to align with teams in Australia and Taiwan 

- Exposure to or experience working with franchise businesses is a strong plus

Additional Information



- Base Salary: $70,000 USD per year 

- Bonus Potential: based on onboarding success, customer satisfaction, and retention metrics 

- Work Setup: 

- Remote-first flexibility, or office access in West Palm Beach, FL 

- Occasional US travel to tradeshows and events

- Collaborative, mission-driven team environment

- Flexible working hours 

- Paid vacation and optional professional development support

All your information will be kept confidential according to EEO guidelines.

Job Tags

Full time, Remote job, Flexible hours,

Similar Jobs

Garrison Associates LLC

Project Manager - Reinsurance Operations Job at Garrison Associates LLC

 ...Property & Casualty Reinsurance seeking a strategic Operations Project Manager in their NY office managing strategic initiatives and...  ...consistently recognized for the innovative way they combine data, experience and technology to understand and manage large and complex... 

Aequor

Global Safety Senior Medical Scientist REMOTE Safety database (Oracle Argus, ARISg (LifeSphere), AERS) PHD/MD Job at Aequor

 ...Role: Global Safety Senior Medical Scientist Location: Remote Duration: 12+ Months (Possible Extension) Safety database (Oracle...  ...), AERS) Execute the medical review of ICSRs (narratives, coding, expectedness, causality, and seriousness) to ensure quality... 

Ten Mile- Washington

Dozer Operator Job at Ten Mile- Washington

Ten Mile is your industry leader in excavating, pipeline road construction, paving and logistic services. With three locations, we are...  ...and West Virginia. We take pride in being a locally-owned and operated company that provides all the advantages of a large scale company... 

ContactLink Solutions

Spanish Medical Interpreter Job at ContactLink Solutions

 ...WE ARE HIRING INTERPRETERS!!! LANGUAGE: Spanish Requirements: ~90% English proficiency ~ Steady wired internet connection ~...  ...vocabulary of the industry the interpreter works with (healthcare and medical, specifically). Go into internal professional training.... 

Green Dot Labs

Field Marketing Representative Job at Green Dot Labs

 ...About Green Dot Labs Green Dot Labs is a premier consumer cannabis brand, an industry pioneer, a leader in the Colorado adult-use market, and a soon-to-be leader in Arizona (entering in 2025). Green Dot Labs was formally established in 2014, but its roots trace...