Client Onboarding and Support Specialist

Responsibilities

• Lead virtual onboarding sessions and product trainings for new customers
• Serve as the primary point of contact for support tickets, troubleshooting, and technical questions
• Partner closely with Account Management to ensure customers achieve full “healthy” status after onboarding
• Document and track customer interactions in our CRM (Salesforce/HubSpot)
• Experience in support ticketing via Zendesk & Dialpad is a bonus
• Identify and elevate recurring product or workflow issues to the Product and Engineering teams
• Support conference and on-site training events as needed (50-75% travel required)
• Contribute to internal documentation, training materials, and support processes to improve team efficiency

Requirements

• 2–3 years of experience in onboarding, training, or customer support
• Experience in the eyecare industry (optometry or ophthalmology) strongly preferred
• Excellent communication and presentation skills—comfortable leading virtual trainings and customer calls
• Tech-savvy and organized; able to manage multiple onboarding projects simultaneously
• Willingness to travel 50-75% of the time for customer meetings and conferences
• Resides in or willing to work CST or PST hours consistently

Core Competencies

Demonstrates expertise in customer onboarding and training within the eyecare industry, with strong communication and organizational skills to manage multiple projects and support customer success effectively.