The Customer Solutions Specialist is the front line for B2B customers using our connected IoT solution. The role handles routine service needs — account access, order status, basic platform questions, and issue intake — and owns each request until it is resolved or formally handed off.
It also supports the Senior Customer Success Manager with customer onboarding, training, and early-life support. The purpose is simple: make it easy for customers to get answers and know what happens next and create capacity for the Senior Customer Success Manager to focus on adoption and key relationships.
Today (early growth) As adoption scales A hybrid mix of front-line service, case coordination, and onboarding support, working closely under the direction of the Senior Customer Success Manager while learning the product and the customer journey. A dedicated customer service function with repeatable workflows and a working knowledge base — and, for strong performers, a path toward Customer Success or deeper specialization in technical customer solutions.What You'll Do
Front-line Customer & Technical Support | 45%- Act as the primary contact for day-to-day customer questions, service requests, and technical issues.
- Troubleshoot common issues across connected hardware, device connectivity, cloud services, web portal, and mobile application.
- Handle account and access needs, including password resets, login questions, user provisioning, and basic account administration.
- Diagnose issues by gathering relevant account, device, connectivity, and customer information and guiding customers through troubleshooting steps.
- Resolve issues at the first level whenever possible and coordinate/escalate more complex issues to Product, Engineering, IT, or other internal teams.
- Maintain ownership of customer communication through resolution.
Case Management & Internal Coordination 25%
- Own routine cases end to end: intake, triage, documentation, follow-up, and closure.
- Keep accurate records in the CRM or ticketing system, including a clear history of actions and customer communications.
- Gather the details needed for efficient troubleshooting — account and device information, screenshots, order references, and business impact.
- Coordinate with Customer Success, Sales, Order Management, Product, Engineering, and IT to drive requests to resolution, escalating complex issues with full context.
Onboarding, Training, $ Early-life Support 20%- Support the Senior Customer Success Manager in preparing and executing new-customer onboarding plans.
- Coordinate onboarding logistics: contact lists, user provisioning, schedules, training materials, and readiness checkpoints.
- Co-facilitate standard product orientation and training, leading defined portions as confidence grows.
- Answer post-launch questions and surface adoption barriers or relationship concerns early.
Knowledge & Continuous Improvement 10%- Build and maintain FAQs, email templates, troubleshooting guides, and knowledge-base content.
- Capture Voice of the Customer feedback and share recurring themes with Customer Success, Product, and Operations.
- Recommend improvements to intake, triage, escalation, and case-closure workflows, and support service reporting.
How This Role Partners With Customer Success
This role contributes to onboarding and training but does not independently own strategic Customer Success. Its purpose is responsive service and extending the capacity of the Senior Customer Success Manager.
Customer Solutions Specialist Senior Customer Success Manager Day-to-day service Owns routine inquiries, access requests, order status, and closing the loop with the customer. Steps in for escalations, exceptions, and anything with commercial or relationship impact. Onboarding & training Runs logistics, provisioning, scheduling, materials, and follow-up; co-facilitates sessions. Owns the onboarding plan, training objectives, and customer outcomes. Relationship & improvement Builds trust through responsive service; documents recurring issues and surfaces risk. Owns proactive relationship management, account health, and cross-functional priorities.What We're Looking For
Someone who combines a customer-first mindset with technical curiosity—comfortable troubleshooting a connected technology solution while also building relationships, communicating confidently with customers, and taking ownership through resolution.
Required- 2–5 years in B2B customer service, client support, technical support, customer operations, or a similar customer-facing role.
- Clear written and verbal communication, including the ability to explain technical steps in plain language.
- Demonstrated ownership and follow-through when juggling multiple requests across internal teams, with the judgment to tell routine issues from ones that need escalation.
- Comfort learning a connected solution spanning hardware, cloud services, web software, and a mobile app.
- Demonstrated ability to troubleshoot customer issues by asking effective questions, gathering relevant information, testing potential solutions, and communicating next steps clearly.
- Experience with a CRM, ticketing, or comparable case-management system, and the flexibility to work in a growing environment where processes are still taking shape.
Preferred- Experience supporting SaaS, IoT, or other connected technology products.
- Experience assisting with customer onboarding, implementation, or user enablement.
- Basic understanding of networking, connectivity, device setup, or cloud applications.
- Familiarity with Microsoft Dynamics, Salesforce, Zendesk, Jira, or similar platforms.
