Customer Onboarding & Success Specialist

• Guide ABA providers through the onboarding process and help them get set up on the platform
• Support RBTs as they register and complete onboarding through the mobile app
• Follow up with users who have incomplete profiles, missing information, or outstanding onboarding steps
• Proactively contact users to keep onboarding moving and ensure tasks are completed
• Answer routine provider and RBT questions about the platform and onboarding process
• Guide users through platform steps and help providers submit coverage requests
• Provide a friendly, patient, and professional user experience
• Build positive relationships with users and support their confidence using the platform
• Monitor onboarding progress and identify users needing additional support
• Share recurring questions, feedback, and common challenges with the team to improve onboarding
• Keep CRM records up to date, including contact details, onboarding stages, communication history, and next steps
• Track outstanding follow-ups and manage timely user communication
• Use company phone and messaging systems to manage ongoing conversations
• Maintain accurate onboarding and customer interaction records
• Identify platform bugs, technical issues, and recurring user challenges
• Gather information and escalate technical issues to the appropriate team member
• Follow up on unresolved issues and keep users informed
• Distinguish routine questions handled independently from issues requiring additional support

• Previous experience in customer service, customer success, client relations, onboarding, or a similar customer-facing role
• Excellent spoken and written English, with clear communication and a professional telephone manner
• A friendly, patient, and personable approach when assisting different types of users
• Strong organisational skills and excellent follow-through
• Proactive and reliable, with the ability to manage multiple conversations and outstanding tasks independently
• Good judgment and the ability to learn new processes and systems quickly
• Comfortable using phone, email, messaging platforms, and CRM systems
• Strong attention to detail when managing user information, onboarding stages, and follow-up activities
• Able to work independently in a remote environment while communicating effectively with the wider team
• Experience supporting a healthcare, medical, or ABA-related business is nice to have
• Familiarity with ABA services, RBTs, or healthcare staffing is nice to have
• Experience onboarding users to a software platform, app, or online portal is nice to have
• Experience working with a growing business or technology-enabled service is nice to have