Last Updated on June 5, 2026 by Justin Bryant
OnBoard is hiring a Customer Support Specialist I.
This is a fully remote position that supports customers using OnBoard, Govenda, eScribe, and related products.
Candidates should have at least 3 years of customer support or technical support experience and at least 2 years of experience working with ticketing systems such as Zendesk, ServiceNow, Freshdesk, BMC Helix, or similar platforms.
Current support coverage is primarily aligned with U.S. business hours. Team members must be available for assigned schedules and participate in rotating after-hours and weekend on-call support.
What is OnBoard?
OnBoard is a board management software company that helps organizations improve governance, collaboration, and decision-making.
Founded in 2011, the company serves more than 5,000 organizations and 12,000 boards and committees across 60 countries. Its customers include organizations in higher education, healthcare, government, nonprofit, and enterprise sectors.
Through acquisitions including Govenda and eScribe, OnBoard has expanded its board management and meeting solutions platform and continues to grow globally.
Benefits and Perks
Fully remote work with company-provided equipment
For U.S. employees:
• Medical, dental, and vision coverage
• Employer HSA contributions for eligible plans
• Flexible Spending Accounts
• Life insurance
• Short-term and long-term disability coverage
• 401(k) with company matching
• Paid time off and holidays
Additional benefits are available for employees based in Canada, Australia, and the United Kingdom.
Job Highlight: Customer Support Specialist I
The Customer Support Specialist I provides first-line support for customers and internal employees using OnBoard, Govenda, eScribe, and related products.
This role focuses on troubleshooting software issues, resolving customer concerns, providing technical guidance, and delivering a positive customer experience across multiple support channels.
Support is provided through email, chat, phone, virtual meetings, and ticketing systems.
Key Responsibilities
- Resolve customer issues and answer product questions through multiple support channels.
- Investigate software, access, configuration, and technical issues.
- Prioritize support requests and provide timely updates on progress and resolution.
- Meet response time expectations and support performance standards.
- Document and escalate complex issues with detailed reproduction steps and environment information.
- Help customers navigate features, workflows, and best practices.
- Create and maintain internal and customer-facing documentation.
- Identify recurring customer issues and opportunities for training and process improvements.
- Partner with Customer Success, Product, Engineering, and QA teams.
- Use AI tools responsibly to improve productivity, research, communication quality, and customer experience.
- Protect customer information and follow company security policies.
Qualifications
- Minimum 3 years of customer support, technical support, SaaS support, or related experience.
- Minimum 2 years of experience using Zendesk, ServiceNow, Freshdesk, BMC Helix, or similar platforms.
- Strong commitment to helping customers succeed.
- Experience working with Product, Engineering, QA, and Customer Success teams.
- Strong writing and technical documentation skills.
- Ability to de-escalate customer concerns and remain professional under pressure.
Preferred Qualifications
- Basic knowledge of APIs, SSO, browser troubleshooting, HAR files, and browser logs.
- Familiarity with monitoring platforms such as Datadog, Grafana, or Prometheus.
- Experience using AI tools such as ChatGPT, Claude, Gemini, or similar productivity tools.
Important Notes
This role includes participation in rotating on-call coverage for after-hours and weekend support.
The company uses video and audio recordings along with AI-powered tools during portions of the interview process to assist with transcription, skills evaluation, and hiring workflows.
Note: If the application link is no longer active, the position may have been filled. Subscribe below to be notified of future remote jobs.
