SaaS Customer Support Specialist

Job Title: SaaS Customer Support Specialist

Location: Salt Lake City, UT

Employment Type: Full-Time

HOJ Innovations – is currently seeking a sharp, highly motivated, and skilled Saas Customer Support Specialist to join our growing WarehouseOS team.

About the Role:

As a Saas Customer Support Specialist you'll be the first point of contact for our users, helping them succeed with our WarehouseOS platform. This is a great opportunity for someone who loves tech, problem-solving, and building relationships with customers.

In this role you will be responsible for the end-to-end process of customer implementation projects, from onboarding, system configuration, to successfully leading the project through the Go-Live phase. This is a key position that bridges customer experience, product knowledge, and team coordination.

About Us:

HOJ Innovations is the leader in organizational consulting and material handling solutions for the Intermountain area and beyond. Over 50 years ago, we opened our doors as an engineering-driven family business with a mission to change the industry. HOJ Innovations offers total warehouse solutions from custom engineering to fabrication, equipment sales, installation, maintenance, and inventory management.

We are a very team-oriented and customer driven company culture. As HOJ continues to grow and extend the boundaries of modern material handling and logistics, one thing that has remained the same is our passion to create powerful, user-friendly solutions that help our customers thrive—and we back it up with world-class service and support. We work hard together and when you are here, you feel like family. To find out more about our company and what we do, visit our websites at www.hoj.net and www.warehouseos.com

Job Responsibilities:

• Take ownership of customer implementation projects from Kick-Off to Go-Live, ensuring all tasks are executed efficiently, timelines are met, project goals are achieved, and expectations are exceeded
• Establish and maintain strong and effective relationships with customers, serving as the main point of contact to implement customer success
• Leverage technical and project management skills to ensure smooth, timely, and successful implementation
• Monitor onboarding and support metrics to drive improvements in efficiency, satisfaction, and retention
• Collaborate with customers to understand their specific requirements and objectives, translating them into appropriate product configurations
• Train customers on the use of the WarehouseOS software, including best practices and workflow optimization
• Provide prompt, professional, and personalized support via email, chat, and/or phone
• Troubleshoot product issues and collaborate with internal teams to resolve complex problems
• Lead support operations, including ticket management, response workflows, and customer follow-ups
• Create and maintain comprehensive project documentation, including project plans, status reports, onboarding documentation, knowledge base articles, training materials, user guides and FAQs
• Advocate for customers internally by identifying trends, pain points, and feature requests
• Provide feedback to internal and cross-functional teams to help drive product improvements and reduce friction
• Monitor customer satisfaction metrics and work to exceed service level expectations
• Collaborate with Sales, Product, and Engineering teams meet project milestones and drive a seamless customer journey
• Mentor and guide support specialists or onboarding coordinators as needed
  
  

Required Skills:

• Proven success managing customer relationships and onboarding processes
• Strong troubleshooting, organizational, and communication skills
• Tech-savvy with an ability to quickly learn new tools and systems
• Comfortable navigating helpdesk platforms (e.g., Zendesk, Intercom, Freshdesk) and CRM tools
• Ability to analyze data and generate actionable insights
• Ability to prioritize and handle multiple tasks simultaneously and shift priorities as directed
• Ability to translate technical requirements into easy-to-follow instructions
• Ability to stay on schedule and produce results in a timely manner
• Motivation to take on a project and see it to completion
• Experience with project management principles
• Ability to apply technical standards, principles, theories, and techniques
  
  

Education and Experience:

• Bachelor’s degree in Information Technology, Supply Chain Management or related field or currently enrolled in a degree program preferred.
• 3–5+ years of experience in a SaaS onboarding, support, or customer success role
• Background in supply chain and warehouse management is a plus
• Bonus: Experience building or managing onboarding frameworks or training content
  
  

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
  
  

Benefits:

Hoj Innovations is a fast-growing company with top-tier talent. We offer employees multiple growth opportunities to further their career while maintaining a healthy work-life balance. We offer competitive compensation and comprehensive benefits and programs that help our employees thrive in both their professional and personal lives including Medical, Dental, Vision, Life, Short-Term Disability, 401k & HSA match, Paid Holidays, Paid Time off and more.

Our culture is built on the belief that every team member has a real, personal impact – on our people, our customers, and our world. You won’t find a better place to continue your career than at HOJ Innovations.

Reports To: Sr Customer Experience Manager / Director of Software Sales

Department: Warehouse Mobile Solutions

Experience: 3+ years

Work Authorization: United States (Required)

We are committed to achieving workforce diversity reflective of our communities. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.