Customer Support Representative

About Orbee Orbee provides digital marketing analytics, data, and automation solutions to the automotive industry. Franchise and independent dealers and large dealership groups utilize the company’s platform to make actionable decisions based on analytics of their campaigns, inventory, and consumer experiences, build comprehensive buyer profiles by connecting first-party data signals from their web sites and integrated partners and automate messaging across all paid and earned channels with personalization and segmentation. The company partners with dealer-centric media agencies, service providers, and OEM programs to expand the reach of its powerful technologies. Orbee’s core technology products include its proprietary data collection, processing, and reporting pipeline, its robust set of dashboards and APIs, and campaign and creative tools for email, search, social, on and off-site display, and video. Orbee was founded in 2015 and is headquartered in Irvine, California. Learn more at www.orbee.com. Description Join our growing customer support team as a Customer Support Representative and play a key role in helping our clients succeed with Orbee. You will be the front line of support providing top-notch assistance to our customers, troubleshooting issues related to Orbee’s marketing analytics and automation platform, guiding new customers through the onboarding process, and helping ensure clients get the most out of our solutions. You will work closely with Product, Engineering, Customer Success, and Sales to provide seamless support and help improve our platform based on customer insights. This is an exciting opportunity to join a fast-growing SaaS company where you can develop your technical expertise, problem-solving skills, and customer engagement experience in the automotive digital marketing space. Join our team

• Full-Time Position
• Competitive salary and benefits including health / dental / vision insurance and more.
• Work part of an incredible team with a great blend of productivity, innovation and fun energy.

ResponsibilitiesCustomer Support & Troubleshooting

• Assist customers with inquiries related to Orbee’s products, including digital marketing, analytics, and automation platforms via email and phone.
• Troubleshoot technical issues with the platform, including integrations with third-party systems, CRM, DMS tools, and dealership websites.
• Guide users on best practices for data analysis, campaign automation, and audience segmentation.

Customer Onboarding & Implementation

• Guide new customers through the onboarding process, ensuring they understand key features and how to leverage Orbee’s platform effectively.
• Assist in setting up customer accounts, integrations, and tracking systems to ensure a smooth transition.
• Conduct introductory training sessions, either one-on-one or in groups, to familiarize customers with our dashboards, reporting tools, and automation features.
• Work closely with the Customer Success and Product teams to ensure new customers achieve early success and adoption.
• Collect feedback during onboarding and escalate any challenges or feature requests to the relevant teams.

Customer Experience & Issue Resolution

• Ensure prompt and professional responses to customer support tickets, tracking issues in HubSpot, Jira, and other support platforms.
• Escalate complex issues to internal teams, ensuring timely resolution and proactive communication with customers.
• Document recurring issues and assist in the development of self-service knowledge base articles, FAQs, and video tutorials.

Required Qualifications

• 1-3 years of experience in customer support, onboarding, technical support, or a similar role within a dealer software company or automotive marketing agency is a must.
• An understanding of digital marketing concepts, CRM systems, and data analytics (experience in automotive marketing is a plus).
• Experience with customer support platforms such as HubSpot, Jira, Zendesk, or similar.
• Excellent problem-solving skills with the ability to troubleshoot technical issues related to software, APIs, and integrations.
• Strong verbal and written communication skills with a customer-first mindset.
• Ability to multitask, prioritize, and work effectively in a fast-paced environment.

Preferred Qualifications

• Experience with marketing automation tools, Google Analytics, CDPs, or advertising platforms.
• Knowledge of first-party data, audience segmentation, and campaign optimization.
• Prior experience supporting clients in automotive retail, digital advertising, or SaaS industries.
• Bilingual abilities (Spanish, French, or other languages) are a plus.

The Pay Range For This Role Is 18 - 26 USD per hour(United States)