Job description
Zigzag is looking for an Onboarding Support Specialist to join our team!
About the Role
We’re looking for a highly professional and technically-minded Onboarding Support Specialist to join our customer team. This role is critical in supporting the successful onboarding of new clients, ensuring a smooth and efficient experience from technical setup to go-live. You’ll be working closely with clients and internal teams to guide them through setup processes such as SSO, SCIM provisioning, AD configuration, and other integrations.
This is a client-facing role that requires excellent communication skills, both verbal and written, with a strong ability to explain technical concepts clearly and patiently. You’ll act as a bridge between technical requirements and customer understanding.
Key Responsibilities
Own the end-to-end onboarding support process for new clients
Guide customers through technical setup steps including SSO, SCIM, AD and other integrations
Respond to client inquiries via email, video calls, and chat with clarity and professionalism
Troubleshoot setup issues in real-time, escalating where necessary
Document onboarding steps and flag process improvements to internal teams
Maintain detailed records of onboarding progress in internal systems
Ideal Candidate Profile
3-4 years relevant experience
Strong verbal and written English communication skills
Must be highly detail-oriented with a strong commitment to accuracy
Empathetic, patient, and client-focused
Technically competent – comfortable learning and working with identity management tools (e.g. SSO, SCIM, AD)
Organized and diligent – able to manage multiple onboarding tracks at once
Previous experience in customer support, onboarding, or technical support is a plus
