# Customer Onboarding Specialist

**Company:** [SimplePractice](https://hotfix.jobs/companies/simplepractice)
**Location:** Unspecified
**Role:** Customer Success
**Salary:** $58k – $65k/yr
**Experience:** 2+ years
**Skills:** Slack, Notion, Zendesk, Google Docs, Oncehub, Customer Onboarding, Customer Support, Product Training, Troubleshooting
**Posted:** 2026-08-26

> Provides customer onboarding, product education, troubleshooting, and adoption support through email, calls, classes, and webinars. Requires at least two years of customer support or service experience, strong communication skills, and familiarity with multiple customer-facing tools.

## Job Description

## Responsibilities
- Drive customer adoption through onboarding and education programs.
- Increase customer engagement and retention through emails, live onboarding calls, classes, and webinars.
- Stay current on product releases and company education.
- Understand customer workflows and recommend solutions using deep product knowledge.
- Address inbound lead and customer questions about platform features.
- Schedule live customer onboarding training sessions using videoconferencing.
- Triage incoming support emails to specialized Customer Success team members as needed.
- Investigate and troubleshoot complex customer questions using available resources.
- Identify patterns in support emails and chats and communicate potential issues to leadership.
- Follow standard operating procedures, company requirements, and compliance policies.
- Implement strategies to improve adoption and retention.
- Identify opportunities for upgrades and paid add-on feature adoption.
- Recommend product enhancements, including for paid add-on features.
- Identify knowledge gaps and help add content to knowledge systems.
- Collaborate with internal teams to resolve customer inquiries.

## Requirements
- 2+ years of experience in customer support or the service industry serving a diverse, professional customer base.
- Bachelor’s degree from an accredited college or university, or equivalent experience.
- Exceptional verbal communication skills and confidence speaking.
- Ability to work efficiently and accurately with a sense of urgency.
- Comfort with ambiguity and determining appropriate customer solutions.
- Ability to manage multiple computer-based programs, applications, and toolsets simultaneously, including Slack, Notion, Zendesk, Google Docs, and OnceHub.

## Nice-to-Haves
- Ability to explain complicated concepts clearly and concisely.
- Empathy, patience, and enthusiasm for helping people.
- Professional written and verbal communication skills with a warm, friendly, conversational tone.
- Strong organization and follow-through across competing priorities.
- Self-management, motivation, multitasking, and adaptability.
- An upbeat, enthusiastic, team-oriented approach.

## Compensation and Benefits
- Base salary range: **$58,000–$65,000 USD annually**.
- Employees may also be eligible for an annual bonus or commission; some roles may be eligible for overtime pay.
- Medical, dental, vision, life, and disability insurance.
- 401(k) plan with company match.
- Flexible Time Off, wellbeing days, paid holidays, and summer Fridays.
- Mental health resources.
- Paid parental leave and Backup Care.
- Tuition reimbursement.
- Employee Resource Groups.

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