Customer Onboarding Specialist

Summary

Join Intrigma, a rapidly growing SaaS company transforming healthcare scheduling, as a Customer Onboarding Specialist. You will be instrumental in guiding new users through our AI-powered scheduling software, creating tailored onboarding experiences, and building a robust customer success framework. This role requires training clients, developing onboarding materials, setting up accounts, and ensuring smooth adoption of AI features. You will also collaborate with internal teams to improve processes and contribute to our knowledge base. Success in this position demands strong communication, technical aptitude, and project management skills. The ideal candidate will have experience in a SaaS environment and a passion for improving healthcare.

Requirements

• Bachelor’s or Master’s degree, preferably in a technical, business, or healthcare-related field
• 3+ years in a customer-facing or technical onboarding role in a SaaS environment
• Proven experience with project management; PMP certification is a plus
• Excellent communication and presentation skills—confident leading customer-facing sessions
• Strong technical acumen and ability to learn complex systems quickly
• Comfortable working independently and prioritizing in a fast-paced, dynamic setting
• High levels of patience, empathy, adaptability, and problem-solving ability
• Fluent English (C1 level or higher); multilingual skills are a bonus
• Experience working across time zones and multicultural teams

Responsibilities

• Train customers on how to effectively use Intrigma’s sophisticated scheduling software
• Build onboarding plans, training materials, and video seminars tailored to healthcare clients’ unique needs
• Set up and configure customer accounts based on workflow requirements and role-based access needs
• Guide clients through early adoption of our AI-driven onboarding features and knowledge base
• Deliver clear, empathetic, and timely communication via video calls, chat, and email
• Contribute to and help expand our onboarding knowledge base to scale client self-service
• Provide support via Zendesk during onboarding phases (including limited weekend availability)
• Collaborate with cross-functional teams (product, engineering, and automation) to resolve issues and improve onboarding tools
• Identify opportunities for onboarding automation and communicate needs to the product team
• Lead onboarding projects, track milestones, and conduct post-project reviews to ensure continuous improvement
• Communicate expectations proactively and manage escalations with professionalism and tact
• Build strong, trust-based relationships with clients from diverse backgrounds and time zones

Preferred Qualifications

• Experience with support ticketing systems (e.g., Zendesk)
• Background in agile, Scrum, or familiarity with scrum master practices
• Previous experience contributing to onboarding automation or AI-assisted support systems
• Experience in healthcare or familiarity with healthcare workflows is a strong plus

Benefits

• Hourly compensation (competitive rate based on experience)
• 100% remote work flexibility with a supportive and collaborative team culture
• A kind, mission-driven group of professionals passionate about improving healthcare
• Opportunities for growth, ownership, and contributing to meaningful innovation
• Occasional team-building meetups and retreats
• The chance to shape the onboarding process for a company embracing AI and automation