Customer Success & Onboarding Specialist – AI SaaS

Role: Customer Success and Onboarding Specialist

Company: StepsAI

Location: Hyderabad

Work Mode: In-office

Employment Type: Full-time

Experience: 1–3 years preferred

About StepsAI

StepsAI builds AI agents that help businesses sell, support, capture leads, book appointments, recommend products, answer questions and automate customer conversations.

Our agents work across channels including websites, Shopify, WhatsApp, Instagram and other customer touchpoints.

We are looking for someone who can help every new StepsAI customer get set up properly, see value quickly and continue getting better results over time.

About the Role

This is a customer-facing role combining Customer Success, Onboarding, and Implementation

Technical Support .

1. You will own the early customer journey.
2. When a customer signs up, you will understand their business, identify what they want the AI agent to accomplish, configure the agent, connect the required channels, test it thoroughly and help them go live.

But your job doesn’t end at onboarding.

You will continue to monitor how the agent is performing, talk to the customer, identify areas for improvement, tune the setup and make sure they are getting real value from StepsAI.

Customer happiness is the highest priority.

We want customers to feel that there is someone at StepsAI who understands their business and genuinely wants them to succeed.

What You’ll Do

Customer Onboarding

Own the onboarding process from signup to successful go-live.

You will:

• Conduct approximately 5–6 customer onboarding sessions per day .
• Understand each customer’s business, customers, goals and use cases.
• Identify what they want their AI agent to accomplish.
• Help customers set up their StepsAI account.
• Build and configure AI agents based on their business requirements.
• Train the agent using their website, product information, FAQs, documents and other business knowledge.
• Configure instructions, workflows and agent behaviour.
• Test the agent before launch.
• Help customers understand how to use the StepsAI platform.
• Make sure every customer has a clear path to going live.

The objective is not simply to complete an onboarding call.

The objective is to get the customer to their first successful outcome as quickly as possible.

Build & Configure AI Agents

You will work hands-on with StepsAI to create effective agents for customers.

This may include:

• Understanding the customer’s business and customer journey.
• Identifying the most important questions customers ask.
• Structuring the right knowledge for the agent.
• Configuring agent instructions and behaviour.
• Setting up lead-capture flows.
• Setting up product recommendation flows.
• Setting up customer-support workflows.
• Configuring appointment or meeting booking.
• Setting up order-tracking experiences.
• Configuring automation and workflows.
• Testing different customer questions and scenarios.
• Identifying gaps in the agent’s responses.
• Continuously tuning the agent for better performance.

You should enjoy experimenting until the agent works well.

Integrations & Channel Setup

Help customers connect StepsAI to the channels and tools they already use.

Depending on the customer, this could include:

Websites

• WordPress
• Custom websites
• Other website platforms

E-commerce

• Shopify
• WooCommerce

Messaging & Social

• WhatsApp
• Instagram
• Facebook / Messenger

You do not need to be a software engineer.

But you should be technically curious and comfortable learning how integrations work.

Troubleshooting & Customer Support

You will be one of the first people customers contact when something isn’t working.

You will:

• Understand the problem clearly.
• Reproduce issues whenever possible.
• Identify whether the issue comes from configuration, data, integration or the product.
• Solve problems that can be handled directly.
• Guide customers through fixes.
• Escalate product or engineering issues with clear documentation.
• Coordinate with the technical team until the issue is resolved.
• Keep the customer updated throughout the process.
• Follow up after resolution to ensure everything is working properly.

We care about ownership , not simply forwarding tickets.

If a customer has a problem, you should feel responsible for making sure it reaches a resolution.

Customer Success

Onboarding is only the beginni…