About the RoleWere looking for a friendly organised and proactive Customer Onboarding amp 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 needsAs 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 successfullyYoull be the main point of contact for users who need guidance followups 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 cracksThis is a handson customerfacing role suited to someone who enjoys helping people building relationships and keeping processes organised Were looking for a dedicated onboarding and customer success professional rather than a general virtual assistantRequirementsKey Responsibilities1 Customer Onboarding amp FollowUpsGuide ABA providers through the onboarding process and help them get set up on the platformSupport RBTs as they register and complete their onboarding through the mobile appFollow up with users who have incomplete profiles missing information or outstanding onboarding stepsProactively contact users to keep the onboarding process moving and ensure tasks are completedTake ownership of followups and ensure no outstanding items are overlooked2 Customer Support amp Platform GuidanceAnswer routine questions from providers and RBTs about the platform and onboarding processHelp users understand how the platform works and guide them through the relevant stepsCheck in with providers to ensure they understand how to use the portal and submit coverage requestsProvide a friendly patient and professional user experienceBuild positive relationships with users and help them feel confident using the platform3 Customer Success amp EngagementMonitor onboarding progress and identify users who may need additional supportFollow up with providers and RBTs to encourage completion of their profiles and continued platform engagementIdentify areas where users may be confused or struggling to navigate the platformHelp improve the onboarding experience by sharing recurring questions feedback and common challenges with the team4 CRM amp Administrative CoordinationKeep CRM records up to date including contact details onboarding stages communication history and next stepsTrack outstanding followups and ensure users receive timely communicationUse company phone and messaging systems to contact users and manage ongoing conversationsMaintain accurate records of onboarding activity and customer interactions5 Issue Identification amp EscalationIdentify potential platform bugs technical issues or recurring user challengesGather relevant information and escalate technical issues to the appropriate team memberFollow up on unresolved issues where necessary and keep users informedUse good judgment to distinguish between routine questions that can be handled independently and issues requiring additional supportRequirements amp ExperiencePrevious experience in customer service customer success client relations onboarding or a similar customerfacing roleExcellent spoken and written English with clear communication and a professional telephone mannerA friendly patient and personable approach when assisting different types of usersStrong organisational skills and excellent followthroughProactive and reliable with the ability to manage multiple conversations and outstanding tasks independentlyGood judgment and the ability to learn new processes and systems quicklyComfortable using phone email messaging platforms and CRM systemsStrong attention to detail when managing user information onboarding stages and followup activitiesAble to work independently in a remote environment while communicating effectively with the wider teamNice to HaveExperience supporting a healthcare medical or ABArelated businessFamiliarity with ABA services RBTs or healthcare staffingExperience onboarding users to a software platform app or online portalExperience working with a growing business or technologyenabled servicePlease 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 customerservice mindset and the ability to take ownership of the onboarding processWhat Were Looking ForWere 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 attentionThe ideal candidate is dependable personable and naturally organised someone who can build trust with providers and R
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