Customer Onboarding & Success Specialist

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Assist ABA providers throughout the onboarding journey and facilitate their setup on the platform.

• Support RBTs during their registration and onboarding process via the mobile application.

• Follow up with users who have incomplete profiles, missing information, or pending onboarding tasks.

• Proactively reach out to users to maintain the momentum of onboarding and ensure the completion of tasks.

• Address routine inquiries from providers and RBTs regarding the platform and the onboarding process.

• Guide users through the platform steps and assist providers in submitting coverage requests.

• Deliver a welcoming, patient, and professional user experience.

• Cultivate positive relationships with users and enhance their confidence in using the platform.

• Monitor the onboarding progress and identify users who require additional assistance.

• Relay recurring questions, feedback, and common challenges to the team to enhance the onboarding experience.

• Maintain up-to-date CRM records, including contact information, onboarding statuses, communication logs, and next steps.

• Track outstanding follow-ups and ensure timely communication with users.

• Utilize company phone and messaging systems to facilitate ongoing conversations.

• Keep accurate records of onboarding activities and customer interactions.

• Identify platform bugs, technical difficulties, and recurring user challenges.

• Collect information and escalate technical issues to the relevant team member.

• Follow up on unresolved matters and keep users updated.

• Differentiate between routine questions that can be handled independently and issues that need extra support.

⛳️ Requirements

• Prior experience in customer service, customer success, client relations, onboarding, or a similar customer-facing role.

• Exceptional spoken and written English, with clear communication and a professional telephone demeanor.

• A friendly, patient, and personable approach when assisting various types of users.

• Strong organizational skills and excellent attention to detail.

• Proactive and dependable, capable of managing multiple conversations and outstanding tasks independently.

• Good judgment and the ability to quickly learn new processes and systems.

• 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 setting while effectively communicating with the broader team.

• Experience in supporting a healthcare, medical, or ABA-related business is a plus.

• Familiarity with ABA services, RBTs, or healthcare staffing is advantageous.

• Experience onboarding users to a software platform, application, or online portal is beneficial.

• Experience working with a growing business or a technology-enabled service is desirable.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and growth within the company.

• Flexible working hours and remote work options.

• Supportive and collaborative team environment.

• Comprehensive health benefits and wellness programs.