Job Description

We are looking for a Customer Onboarding Specialist who blends technical aptitude with project management and interpersonal finesse. This role is critical in setting the foundation for long-term customer success. You’ll guide clients through the initial setup and training phases, create tailored onboarding journeys, and provide key input into building our knowledge base for AI-supported onboarding.

You will also serve as a bridge between customers and internal teams, helping to identify opportunities for automation and improved support processes, while actively participating in the evolution of our onboarding strategy.

Key Responsibilities

• Train customers on how to effectively use Intrigma’s sophisticated scheduling software.

• Build onboarding plans, training materials, and video seminars tailored to healthcare clients’ unique needs.

• Set up and configure customer accounts based on workflow requirements and role-based access needs.

• Guide clients through early adoption of our AI-driven onboarding features and knowledge base.

• Deliver clear, empathetic, and timely communication via video calls, chat, and email.

• Contribute to and help expand our onboarding knowledge base to scale client self-service.

• Provide support via Zendesk during onboarding phases (including limited weekend availability).

• Collaborate with cross-functional teams (product, engineering, and automation) to resolve issues and improve onboarding tools.

• Identify opportunities for onboarding automation and communicate needs to the product team.

• Lead onboarding projects, track milestones, and conduct post-project reviews to ensure continuous improvement.

• Communicate expectations proactively and manage escalations with professionalism and tact.

• Build strong, trust-based relationships with clients from diverse backgrounds and time zones.

Qualifications

• Bachelor’s or Master’s degree, preferably in a technical, business, or healthcare-related field.

• 3+ years in a customer-facing or technical onboarding role in a SaaS environment.

• Proven experience with project management; PMP certification is a plus.

• Excellent communication and presentation skills—confident leading customer-facing sessions.

• Strong technical acumen and ability to learn complex systems quickly.

• Experience in healthcare or familiarity with healthcare workflows is a strong plus.

• Comfortable working independently and prioritizing in a fast-paced, dynamic setting.

• High levels of patience, empathy, adaptability, and problem-solving ability.

• Fluent English (C1 level or higher); multilingual skills are a bonus.

• Experience working across time zones and multicultural teams.

Bonus Points

• Experience with support ticketing systems (e.g., Zendesk).

• Background in agile, Scrum, or familiarity with scrum master practices.

• Previous experience contributing to onboarding automation or AI-assisted support systems.

Additional Information

What we offer:

• Hourly compensation (competitive rate based on experience)

• 100% remote work flexibility with a supportive and collaborative team culture.

• A kind, mission-driven group of professionals passionate about improving healthcare.

• Opportunities for growth, ownership, and contributing to meaningful innovation.

• Occasional team-building meetups and retreats.

• The chance to shape the onboarding process for a company embracing AI and automation.