Customer Onboarding & Success Specialist

About the Role

We’re looking for a friendly, organised, and proactive Customer Onboarding & Success Specialist to join a growing technology platform that connects ABA (Applied Behaviour Analysis) providers with Registered Behavior Technicians (RBTs) to help meet their staffing and coverage needs.

As the platform continues to grow, we need someone who can take ownership of the onboarding process, support new users, and ensure providers and RBTs have everything they need to get started successfully.

You’ll be the main point of contact for users who need guidance, follow-ups, or assistance completing their profiles and onboarding requirements. Your role will be essential in ensuring users understand how to use the platform, outstanding tasks are followed up on, and nothing falls through the cracks.

This is a hands-on customer-facing role suited to someone who enjoys helping people, building relationships, and keeping processes organised. We’re looking for a dedicated onboarding and customer success professional rather than a general virtual assistant.

Requirements

Key Responsibilities

1. Customer Onboarding & Follow-Ups

• Guide ABA providers through the onboarding process and help them get set up on the platform.
• Support RBTs as they register and complete their onboarding through the mobile app.
• Follow up with users who have incomplete profiles, missing information, or outstanding onboarding steps.
• Proactively contact users to keep the onboarding process moving and ensure tasks are completed.
• Take ownership of follow-ups and ensure no outstanding items are overlooked.

2. Customer Support & Platform Guidance

• Answer routine questions from providers and RBTs about the platform and onboarding process.
• Help users understand how the platform works and guide them through the relevant steps.
• Check in with providers to ensure they understand how to use the portal and submit coverage requests.
• Provide a friendly, patient, and professional user experience.
• Build positive relationships with users and help them feel confident using the platform.

3. Customer Success & Engagement

• Monitor onboarding progress and identify users who may need additional support.
• Follow up with providers and RBTs to encourage completion of their profiles and continued platform engagement.
• Identify areas where users may be confused or struggling to navigate the platform.
• Help improve the onboarding experience by sharing recurring questions, feedback, and common challenges with the team.

4. CRM & Administrative Coordination

• Keep CRM records up to date, including contact details, onboarding stages, communication history, and next steps.
• Track outstanding follow-ups and ensure users receive timely communication.
• Use company phone and messaging systems to contact users and manage ongoing conversations.
• Maintain accurate records of onboarding activity and customer interactions.

5. Issue Identification & Escalation

• Identify potential platform bugs, technical issues, or recurring user challenges.
• Gather relevant information and escalate technical issues to the appropriate team member.
• Follow up on unresolved issues where necessary and keep users informed.
• Use good judgment to distinguish between routine questions that can be handled independently and issues requiring additional support.

Requirements & Experience

• 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.

Nice to Have

• Experience supporting a healthcare, medical, or ABA-related business.
• Familiarity with ABA services, RBTs, or healthcare staffing.
• Experience onboarding users to a software platform, app, or online portal.
• Experience working with a growing business or technology-enabled service.

Please note: Advanced technical skills and extensive Excel or Microsoft Office expertise are not required. The priority is finding someone with excellent communication skills, a strong customer-service mindset, and the ability to take ownership of the onboarding process.

What We're Looking For

We’re looking for someone who genuinely enjoys helping people and making their experience as smooth as possible. You should be comfortable following up without being pushy, explaining processes patiently, keeping track of outstanding tasks, and taking initiative when something needs attention.

The ideal candidate is dependable, personable, and naturally organised — someone who can build trust with providers and RBTs while ensuring the day-to-day onboarding process runs smoothly.

Why Join Us?

This is an opportunity to join a growing platform at an exciting stage of its development. You’ll play an important role in improving the customer experience, supporting platform growth, and helping build the processes needed as the business expands.

If you're a people-focused professional who takes pride in excellent service, clear communication, and getting things done, we’d love to hear from you!