Customer Support Associate (Self-Service)

About Osano:

Osano is an innovative B-Corporation built around a simple belief: privacy is a fundamental right. Since day one, we’ve been focused on giving modern enterprises the ability to innovate quickly, stay competitive, and earn customer trust by respecting data privacy and complying with consent guidelines. Our products help organizations operate confidently in a rapidly evolving regulatory and technological landscape.

About the Role

Job Description 

As a Customer Support Associate (Self-Service), you'll support the growth and success of Osano's self-service customer channel by helping customers find answers quickly, improving the organization and quality of self-service resources, encouraging product adoption, and identifying opportunities that contribute to customer growth and expansion.

Working alongside the Customer Experience team, you'll gain hands-on experience supporting customers, maintaining knowledge base resources, and learning how SaaS companies create exceptional customer experiences.

The Role 

• Assist in supporting self-service customers by performing proactive outreach, answering common product and account questions and providing guidance throughout onboarding.
• Escalate complex customer issues and surface expansion opportunities to the appropriate Customer Experience team members.
• Help ensure customers have a positive, efficient, and successful onboarding and support experience.
• Help organize and maintain self-service resources so they are easy for customers to find and use.
• Track common customer questions, onboarding challenges, and recurring themes, sharing insights with the Customer Experience team to improve the customer journey.
• Monitor key Product-Led Growth (PLG) metrics, including new self-service signups, customer outreach, response rates, activation, implementation progress, and go-live success.
• Share observations with the Customer Experience team to help improve customer education and self-service resources.
• Identify and surface upgrade opportunities to the Customer Experience team.
• Assist with simple reporting related to customer inquiries and self-service usage.
• Assist with customer communications 
• Help build and maintain internal documentation and process guides.
• Support day-to-day operational tasks within the Customer Experience team.

About You

• 1–2 years of experience in customer support, customer success, technical support, SaaS support, or a related customer-facing role.
• Strong written and verbal communication skills.
• Excellent attention to detail and organizational skills.
• Customer-first mindset with a desire to help others succeed.
• Comfortable learning new software