Customer Support Specialist II
About Karbon
Karbon is the global leader in AI-powered practice management software for accounting firms. We provide an award-winning cloud platform that helps tens of thousands of accounting professionals work more efficiently and collaboratively every day. With customers in 40 countries, we have grown into a globally distributed team across the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, growing rapidly, and have a people-first culture that is recognized with Great Place To Work® certification and on Fortune magazine's Best Small Workplaces™ List.
About the Role
We’re looking for a detail-oriented and customer-focused Support Specialist to join our team. This role will focus on helping customers set up, troubleshoot, and optimize integrations between our platform and third-party tools as well as learn and provide support to Large Firms and complex requests created by our Tier 1 support team. You’ll be the go-to person for resolving integration issues, working closely with both our customers and internal teams (Product, Engineering, Services and Success) to ensure seamless connectivity and great customer experience.
What You'll Own:
- Serve as the primary point of contact for customers experiencing issues with integrations and large firms.
- Guide customers through setup and configuration of supported integrations and issues for our large firms (e.g., CRM, accounting, communications, workflow, or other SaaS tools).
- Troubleshoot and resolve integration errors, escalating to engineering when needed.
- Maintain documentation and FAQs related to integrations.
- Collaborate with Product and Engineering teams to log bugs, track feature requests, and provide feedback on recurring integration challenges.
- Monitor integration health and proactively identify potential issues before they affect customers.
- Provide clear, empathetic, and timely communication with customers.
- Leverage AI-assisted tools thoughtfully to help analyze logs, summarize technical issues, draft documentation updates, and accelerate troubleshooting workflows—while validating accuracy and maintaining customer data integrity.
- Contribute to building scalable support processes for integrations as our customer base grows.
About You!
- Experience: 2+ years in technical support, customer support, or a related role, preferably with a SaaS company.
- Technical skills: Familiarity with APIs, webhooks, authentication methods (OAuth, SSO), and integration troubleshooting. Ability to read technical documentation.
- Communication: Strong written and verbal communication skills; ability to explain technical concepts to non-technical audiences.
- Problem solving: Comfortable investigating root causes and working through complex customer issues.
- Tools: Experience with ticketing systems (e.g. Salesforce, Intercom), and common SaaS tools.
Bonus: Experience supporting integrations in areas such as CRM, accounting, or workflow automation platforms.
Why Work at Karbon?
- Industry-leading benefits package including medical, dental, and vision insurance for you and up to three eligible dependents. Also:
- Work-from-home allowance
- Rice subsidy
- Meal allowance per working day
- Laundry allowance
- 15 paid time off days per year (which includes 5 Karbon Days per year)
- 7 Sick leave days per year
- Internet and work-from-home subsidy
- Discretionary bonus program
- Work with (and learn from) a very experienced team
- Be part of a startup team that will continue to grow around you
- Flexible approach to work environment (we believe in trust and autonomy)
- A culture of open communication, consistent feedback, and full transparency into company results, metrics, and financial position
Karbon embraces diversity and inclusion, aligning with our values as a business. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single criteria. If you've made it this far in the job description but your past experience doesn't perfectly align, we do encourage you to still apply. You could still be the right person for the role!
We recruit and reward people based on capability and performance. We don’t discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions that may hinder inclusion in the organization.
Generally, if you are a good person, we want to talk to you. 😛
If there are any adjustments or accommodations that we can make to assist you during the recruitment process, and your journey at Karbon, contact us at people.support@karbonhq.com for a confidential discussion.
At this time, we request that agency referrals are not submitted for this position. We appreciate your understanding and encourage direct applications from interested candidates. Thank you!