Customer Support Specialist, Onboarding

GitLab is hiring a Customer Support Specialist, Onboarding to join our fully remote team in the United States. As a Customer Support Specialist, Onboarding, you'll help customers succeed and resolve issues with empathy. This is a full-time, work-from-home role open to candidates across the US (Remote — US (PST)). About the role You'll help customers succeed and resolve issues with empathy, partnering with a friendly, distributed team across US time zones. We care about outcomes over hours and give you the autonomy, tools, and support to do your best work from home. What you'll do: • Document solutions and improve help content • Troubleshoot and resolve product issues • Maintain high customer satisfaction scores • Escalate bugs and feedback to product teams • Respond to customer questions via chat, email, and tickets What we offer: • Flexible working hours across US time zones • Competitive salary and meaningful equity • Generous paid time off and company holidays • Paid parental leave • 100% remote, work-from-anywhere-in-the-US culture How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. GitLab is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone.

Minimum qualifications: • 2+ years of relevant experience • Comfort with support tools (Zendesk, Intercom) • Empathy and patience • Reliable home internet and a quiet workspace • Excellent written and verbal communication Nice to have: • A track record of taking ownership and shipping independently • Comfort communicating clearly and proactively in writing