Karbon

The Customer Support Specialist will handle escalated, complex technical cases related to integrations, ensuring reliability and performance for customers. They will work closely with various teams to diagnose issues and improve integration quality. | Candidates should have at least 2 years of experience in technical support within a SaaS environment, with a strong background in diagnosing integration-related issues. A solid understanding of APIs, webhooks, and authentication protocols is essential. | About Karbon Karbon is the global leader in practice management software for growth-minded accounting firms. We provide an award-winning, highly collaborative cloud platform that streamlines work and communication, enabling the average accounting firm using Karbon to save 18.5 hours per week, per employee. We have customers in 34 countries and have grown into a globally distributed team, with our people based throughout the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, have a fantastic team culture built on our values, are growing rapidly, and making a global impact. About the Role We are seeking a highly skilled Tier 2 Support Specialist with strong integration troubleshooting expertise to join our team. This role is central to ensuring the reliability and performance of the integrations our customers depend on. You will handle escalated, complex, and advanced technical cases—particularly those related to API behavior, data sync issues, authentication flows, and cross-platform system interactions. You’ll work closely with customers, internal technical teams (Engineering, Product), and customer-facing teams (Success, Services, Tier 1 Support) to diagnose issues, identify root causes, and ensure customers—especially Large Firms—experience seamless and stable integrations. This is a hands-on, problem-solving role where you are the integration subject matter expert and a key partner in maintaining and improving the quality of our ecosystem integrations. Integration Troubleshooting & Escalations Serve as the primary Tier 2 escalation point for integration-related issues passed from Tier 1 Support. Diagnose and resolve complex integration failures, including API errors, webhook misconfigurations, data mapping mismatches, connection/authentication issues (OAuth, SSO), sync delays, and third-party platform inconsistencies. Reproduce customer issues, conduct logs-based analysis, and determine whether the root cause originates in our system, a partner system, or the customer configuration. Customer Enablement & Setup Guide customers through advanced configuration of supported integrations across CRM, accounting, communications, workflow, and other SaaS platforms. Provide recommendations for integration best practices to ensure long-term reliability and minimize ongoing support needs. Assist Large Firm customers with deeper, multi-environment or multi-system integration requirements. Cross-Functional Collaboration Work directly with Engineering to escalate bugs with detailed reproduction steps, logs, and impact analysis. Partner with Product to share insights on recurring integration patterns, customer pain points, partner tool changes, and opportunities for integration improvements. Collaborate with Success and Services teams to support onboarding of complex configurations. Operational & Technical Excellence Maintain and continuously improve documentation, troubleshooting guides, and knowledge base content for both customers and internal teams. Contribute to building scalable, technical support workflows optimized for integration troubleshooting as our ecosystem and customer base expand. About You! 2+ years in technical or Tier 2 support within a SaaS environment, with a strong background in diagnosing integration-related issues. Solid understanding of APIs, webhooks, data flows, authentication protocols (OAuth, SSO), and modern integration patterns. Ability to interpret technical logs, read API documentation, and perform basic analytical troubleshooting. Strong communication skills with the ability to explain complex technical concepts clearly to non-technical users. Proven experience handling complex, multi-layered technical cases that require deep investigation and systematic problem-solving. Familiarity with ticketing systems such as Salesforce, Jira, or similar platforms. Preferred Experience supporting integrations across accounting, CRM, workflow automation, or other business systems. Exposure to debugging API calls using tools like Postman, browser dev tools, or similar. Experience supporting enterprise or Large Firm customers with sophisticated environments. Why work at Karbon? Gain global experience across Australia, New Zealand, UK, and Canada Strong benefits package including: Flexible Time Off with an encouraged 4 weeks use per year Company paid medical for you and eligible spouse/partner and dependents Paid dental and vision and eligible spouse/partner and dependents 401(k) with company matching Flexible Spending Account Up to 8 weeks paid parental leave Work-from-home stipend Work with (and learn from) an experienced, high-performing team A collaborative, team-oriented culture that embraces diversity, invests in development and provides consistent feedback Be part of a fast-growing company that firmly believes in promoting high performers from within Karbon embraces diversity and inclusion, aligning with our values as a business. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single criteria. If you've made it this far in the job description but your past experience doesn't perfectly align, we do encourage you to still apply. You could still be the right person for the role! We recruit and reward people based on capability and performance. We don’t discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions that may hinder inclusion in the organization. Generally, if you are a good person, we want to talk to you. 😛 If there are any adjustments or accommodations that we can make to assist you during the recruitment process, and your journey at Karbon, contact us at people.support@karbonhq.com for a confidential discussion. At this time, we request that agency referrals are not submitted for this position. We appreciate your understanding and encourage direct applications from interested candidates. Thank you!

As a Senior Implementation Specialist, you will manage the customer implementation journey, ensuring timely completion of deliverables. You will also provide professional guidance and facilitate onboarding processes tailored to customer needs. | The ideal candidate should have experience in project management and be comfortable managing multiple projects simultaneously. Strong communication skills and a consultative nature are essential for success in this role. | About Karbon Karbon is the global leader in practice management software for growth-minded accounting firms. We provide an award-winning, highly collaborative cloud platform that streamlines work and communication, enabling the average accounting firm using Karbon to save 18.5 hours per week, per employee. We have customers in 34 countries and have grown into a globally distributed team, with our people based throughout the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, have a fantastic team culture built on our values, are growing rapidly, and making a global impact. About the Role: As a Senior Implementation Specialist at Karbon, you’ll serve as the trusted guide for our largest customers, leading them through onboarding, data migration, implementation, and training. You’ll act as the project manager, consultant, and change management coach, ensuring customers achieve rapid time-to-value and long-term success on the Karbon platform. As a SeniorImplementation Specialist, you will... Own the customer implementation journey: Act as the project manager for enterprise accounts, building and maintaining detailed project plans, tracking milestones, and ensuring all deliverables are completed on time. Communicate across multiple stakeholders: Partner with executive sponsors, firm administrators, and end users to align priorities, clarify responsibilities, and drive accountability. Facilitate structured onboarding: Lead kickoff meetings, consultative process reviews, configuration workshops, and training sessions tailored to firm needs. Provide professional guidance: Advise customers on best practices in workflow design, firm operations, and change management to maximize adoption and business impact. Coach through change management: Help firms prepare their teams for new processes, encouraging adoption and managing resistance. Ensure data integrity: Support customers in importing contacts and work items, leveraging Excel and other tools to ensure accuracy and completeness. Identify and mitigate risks: Spot early warning signs of delays or adoption issues and proactively intervene to keep projects on track. Collaborate internally: Partner with Sales, Customer Success, Product, and Support teams to ensure seamless customer handoffs and capture valuable feedback. Deliver measurable value: Drive outcomes that demonstrate ROI for customers and set them up for long-term success with Karbon. About You You are experienced in project management and comfortable managing multiple customer projects simultaneously. You thrive in customer-facing environments, facilitating workshops and executive-level conversations with confidence. You have excellent communication and presentation skills, capable of translating technical concepts into clear, actionable steps. You are consultative by nature, with the humility to listen and the confidence to challenge firms to rethink their processes. You have a strong attention to detail and pride yourself on accuracy and follow-through. You enjoy working with data and systems, ensuring integrity throughout migrations and configuration. You are resilient and adaptable, thriving in dynamic environments where change is constant. You are comfortable working remotely and managing your time independently. Bonus points if you have: Experience in the accounting or tax industry. Previous experience with workflow, accounting, or project management software. Background in software onboarding or enterprise implementations. Knowledge of change management frameworks. Experience in a startup or high-growth SaaS environment. Deep knowledge and hands-on experience using Karbon. Why work at Karbon? Gain global experience across the USA, Australia, New Zealand, UK, Canada and the Philippines Excellent benefits package including: Paid Flexible Time Off with an encouraged 3 weeks use per year Company paid medical for you and eligible spouse/partner and dependents Company paid dental and vision and eligible spouse/partner and dependents Fully company funded short and long term disability Fully company paid life insurance 401(k) with company matching Flexible Spending Account Up to 8 weeks paid parental leave Work-from-home stipend Work with (and learn from) an experienced, high-performing team A collaborative, team-oriented culture that embraces diversity, invests in development and provides consistent feedback Be part of a fast-growing company that firmly believes in promoting high performers from within As we hire across various locations within the USA we are required by law to include a reasonable estimate of the compensation range for this role. The range provided is broad and takes into consideration a wide range of factors that are reviewed when making a hiring decision, such as physical location/cost of living in that location, years of experience, skills, and other business needs. It is not typical for a candidate to be hired at or near the top of the pay range and each compensation decision is dependent on each individual case. The base salary is one component of the total compensation package, which for some roles may include a target bonus, for some roles very competitive equity grant, and very generous benefits. While we believe competitive compensation is a critical aspect of you deciding to join us, we do hope you also spend time considering why our mission, purpose and values are right for you. We are creating something transformational here, and we hope you are as excited about the future as we are! The estimated base salary range for this role is: $90,000—$110,000 USD Karbon embraces diversity and inclusion, aligning with our values as a business. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single criteria. If you've made it this far in the job description but your past experience doesn't perfectly align, we do encourage you to still apply. You could still be the right person for the role! We recruit and reward people based on capability and performance. We don’t discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions that may hinder inclusion in the organization. Generally, if you are a good person, we want to talk to you. 😛 If there are any adjustments or accommodations that we can make to assist you during the recruitment process, and your journey at Karbon, contact us at people.support@karbonhq.com for a confidential discussion. At this time, we request that agency referrals are not submitted for this position. We appreciate your understanding and encourage direct applications from interested candidates. Thank you!

Leading customer onboarding, managing implementation projects, facilitating change management, and ensuring data integrity for enterprise clients. | Experience in project management, customer-facing roles, data handling, and change management, preferably in SaaS or related fields, with excellent communication skills. | About the Role: As a Senior Implementation Specialist at Karbon, you’ll serve as the trusted guide for our largest customers, leading them through onboarding, data migration, implementation, and training. You’ll act as the project manager, consultant, and change management coach, ensuring customers achieve rapid time-to-value and long-term success on the Karbon platform. As a Senior Implementation Specialist, you will... • Own the customer implementation journey: Act as the project manager for enterprise accounts, building and maintaining detailed project plans, tracking milestones, and ensuring all deliverables are completed on time. • Communicate across multiple stakeholders: Partner with executive sponsors, firm administrators, and end users to align priorities, clarify responsibilities, and drive accountability. • Facilitate structured onboarding: Lead kickoff meetings, consultative process reviews, configuration workshops, and training sessions tailored to firm needs. • Provide professional guidance: Advise customers on best practices in workflow design, firm operations, and change management to maximize adoption and business impact. • Coach through change management: Help firms prepare their teams for new processes, encouraging adoption and managing resistance. • Ensure data integrity: Support customers in importing contacts and work items, leveraging Excel and other tools to ensure accuracy and completeness. • Identify and mitigate risks: Spot early warning signs of delays or adoption issues and proactively intervene to keep projects on track. • Collaborate internally: Partner with Sales, Customer Success, Product, and Support teams to ensure seamless customer handoffs and capture valuable feedback. • Deliver measurable value: Drive outcomes that demonstrate ROI for customers and set them up for long-term success with Karbon. About You • You are experienced in project management and comfortable managing multiple customer projects simultaneously. • You thrive in customer-facing environments, facilitating workshops and executive-level conversations with confidence. • You have excellent communication and presentation skills, capable of translating technical concepts into clear, actionable steps. • You are consultative by nature, with the humility to listen and the confidence to challenge firms to rethink their processes. • You have a strong attention to detail and pride yourself on accuracy and follow-through. • You enjoy working with data and systems, ensuring integrity throughout migrations and configuration. • You are resilient and adaptable, thriving in dynamic environments where change is constant. • You are comfortable working remotely and managing your time independently. Bonus points if you have: • Experience in the accounting or tax industry. • Previous experience with workflow, accounting, or project management software. • Background in software onboarding or enterprise implementations. • Knowledge of change management frameworks. • Experience in a startup or high-growth SaaS environment. • Deep knowledge and hands-on experience using Karbon. Why work at Karbon? • Gain global experience across the USA, Australia, New Zealand, UK, Canada and the Philippines • Excellent benefits package including: • Paid Flexible Time Off with an encouraged 3 weeks use per year • Company paid medical for you and eligible spouse/partner and dependents • Company paid dental and vision and eligible spouse/partner and dependents • Fully company funded short and long term disability • Fully company paid life insurance • 401(k) with company matching • Flexible Spending Account • Up to 8 weeks paid parental leave • Work-from-home stipend • Work with (and learn from) an experienced, high-performing team • A collaborative, team-oriented culture that embraces diversity, invests in development and provides consistent feedback • Be part of a fast-growing company that firmly believes in promoting high performers from within

Develop and deploy AI-powered LLM workflows and predictive models to improve GTM funnel conversion and automate sales insights. | Hands-on AI and LLM experience with tools like OpenAI API, LangChain, strong understanding of GTM tech stacks, and familiarity with AI automation platforms; SQL or Python is a plus. | Description: • Use AI-powered data analysis and LLM-enhanced dashboards to identify impactful conversion levers across inbound, outbound, and CSQL funnels • Develop and test LLM-informed hypotheses to improve conversion ratios (e.g., lead-to-opportunity, win rates) • Collaborate with GTM and RevOps teams to operationalize AI-generated insights for measurable improvements • Deploy AI models and LLMs to analyze rep activity and time-to-serve by customer segment and identify repetitive or low-value tasks for automation • Unify CRM, call, email, product usage, and enrichment data into an AI-driven predictive signal layer that surfaces intent, fit, and timing • Train LLM-based scoring models to enhance account prioritization and sales targeting • Use LLMs and embeddings to turn Gong calls, notes, and emails into structured AI-extracted insights • Automate AI-generated summaries of objections, next-best actions, and risk signals for pipeline forecasting • Deploy AI and LLM tools to automatically generate personalized collateral (emails, decks, and messaging) tailored to prospect profiles • Implement AI-driven workflows for prospecting, reactivation, and qualification in platforms like HubSpot and Clay Requirements: • Hands-on experience with AI, LLMs, and vector embeddings, including tools like OpenAI API, LangChain, or similar frameworks • Proven ability to design, implement, and optimize AI workflows for GTM teams, including predictive modeling and automated insights • Strong understanding of data pipelines and unstructured data analysis (e.g., Gong call transcripts, email content) using LLM-based techniques • Expertise in applying LLMs for summarization, insight extraction, and next-best action recommendations within GTM contexts • Familiarity with AI-powered automation platforms (e.g., HubSpot AI, Clay, or custom GPT-based agents) • Deep knowledge of GTM tech stacks (e.g., Salesforce, Gong, HubSpot, Outreach) and experience leveraging AI integrations to extract maximum value from these tools • Solid grounding in GTM funnel metrics and the ability to apply AI analytics to improve conversion ratios sequentially • Proficiency in SQL or Python for data manipulation and AI model integration is plus Benefits: • Gain global experience across the USA, Australia, New Zealand, UK, Canada and the Philippines • Paid Flexible Time Off with an encouraged 3 weeks use per year • Company paid medical for you and eligible spouse/partner and dependents • Company paid dental and vision and eligible spouse/partner and dependents • Fully company funded short and long term disability • Fully company paid life insurance • 401(k) with company matching • Flexible Spending Account • Up to 8 weeks paid parental leave • Work-from-home stipend • Work with (and learn from) an experienced, high-performing team • A collaborative, team-oriented culture that embraces diversity, invests in development and provides consistent feedback • Be part of a fast-growing company that firmly believes in promoting high performers from within