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