Customer Support Specialist II

Karbon is a global AI-powered practice management software company for accounting firms, supporting customers across 40 countries with a distributed team. The Customer Support Specialist II role focuses on helping customers and large firms set up, troubleshoot, and optimize integrations between Karbon and third-party tools to ensure seamless connectivity and an excellent customer experience.

• Serve as the primary point of contact for customers experiencing integration issues and large-firm support needs.
• Guide customers through setup and configuration of supported integrations (e.g., CRM, accounting, communications, workflow, and other SaaS tools).
• Troubleshoot and resolve integration errors; escalate complex issues to Engineering when needed.
• Maintain and update integration documentation and FAQs.
• Collaborate with Product and Engineering to log bugs, track feature requests, and share feedback on recurring integration challenges.
• Monitor integration health and proactively identify potential issues before they impact customers.
• Provide clear, empathetic, and timely customer communication.
• Use AI-assisted tools to analyze logs, summarize technical issues, draft documentation updates, and accelerate troubleshooting while validating accuracy and protecting customer data.
• Contribute to building scalable integration support processes as the customer base grows.

• 2+ years of experience in technical support, customer support, or a related role (preferably in a SaaS company).
• Familiarity with APIs, webhooks, and authentication methods such as OAuth and SSO.
• Ability to read and interpret technical documentation.
• Strong written and verbal communication skills, including explaining technical concepts to non-technical audiences.
• Strong problem-solving skills and comfort investigating root causes for complex issues.
• Experience with ticketing systems and common SaaS tools (e.g., Salesforce, Intercom).
• Bonus: Experience supporting integrations for CRM, accounting, or workflow automation platforms.

• Industry-leading benefits package including medical, dental, and vision insurance for you and up to three eligible dependents.
• Work-from-home allowance.
• Rice subsidy.
• Meal allowance per working day.
• Laundry allowance.
• 15 paid time off days per year (including 5 Karbon Days).
• 7 sick leave days per year.
• Internet and work-from-home subsidy.
• Discretionary bonus program.
• Flexible approach to work environment with trust and autonomy.
• Culture of open communication, consistent feedback, and transparency into company results and metrics.