ArboStar is a fast-growing SaaS platform helping tree care companies streamline operations across North America. We’re looking for a strategic and hands-on Implementation & Support Team Lead to own the post-sale customer journey—driving onboarding success, technical support quality, and long-term retention.
You’ll report to the Chief Customer Officer and work closely with cross-functional teams to lead both implementation and tech support operations. This role blends process optimization with team leadership to deliver seamless client experiences and prevent churn.
? What You’ll Do:
- Lead both the implementation and support functions, ensuring smooth onboarding and top-tier client service
- Improve and scale onboarding workflows, support processes, and team operations
- Monitor KPIs like onboarding completion, ticket resolution time, and CSAT
- Act as a point of escalation for client issues and coordinate across Sales, Product, and Success
- Drive churn prevention by identifying early risk signals and ensuring proactive client engagement
- Build documentation, SOPs, and knowledge base content to support scalable growth

? What You’ll Bring:
- 2+ years in SaaS onboarding, support, or customer success
- 1+ year of experience leading teams or managing cross-functional projects
- Strong process and customer mindset with a data-driven approach
- Excellent communication and organizational skills
- Experience with tools like Zendesk, Intercom, Jira, or Pipedrive

? Nice to Have:
- Startup or fast-scaling SaaS experience
- Familiarity with APIs, CRM integrations, or field service industries
- Background in team training, change management, or support documentation

What We Offer:
- Only remote work
- Work schedule: 16:00 — 00:00 (Ukrainian Timezone)
- Paid vacation (10 days);
- An opportunity to significantly influence the direction of the company;
- Steep learning curve and personal growth opportunities;
- Access to courses and training;
- Corporate English language training;
- Competitive salary.

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