Job Description
Job DescriptionCompany Description
Intrigma is a fast-growing SaaS company revolutionizing the healthcare industry with cutting-edge scheduling software used by hospitals, nursing groups, and physician groups. Our solution simplifies complex scheduling logistics, and we’re now enhancing this with a powerful AI to streamline the customer onboarding experience. As we scale, we’re seeking a Customer Onboarding Specialist who will play a pivotal role in training new users, supporting their transition to AI-driven tools, and building a lasting customer success framework.
Job Description
We are looking for a Customer Onboarding Specialist who blends technical aptitude with project management and interpersonal finesse. This role is critical in setting the foundation for long-term customer success. You’ll guide clients through the initial setup and training phases, create tailored onboarding journeys, and provide key input into building our knowledge base for AI-supported onboarding.
You will also serve as a bridge between customers and internal teams, helping to identify opportunities for automation and improved support processes, while actively participating in the evolution of our onboarding strategy.
Key Responsibilities
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Train customers on how to effectively use Intrigma’s sophisticated scheduling software.
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Build onboarding plans, training materials, and video seminars tailored to healthcare clients’ unique needs.
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Set up and configure customer accounts based on workflow requirements and role-based access needs.
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Guide clients through early adoption of our AI-driven onboarding features and knowledge base.
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Deliver clear, empathetic, and timely communication via video calls, chat, and email.
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Contribute to and help expand our onboarding knowledge base to scale client self-service.
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Provide support via Zendesk during onboarding phases (including limited weekend availability).
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Collaborate with cross-functional teams (product, engineering, and automation) to resolve issues and improve onboarding tools.
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Identify opportunities for onboarding automation and communicate needs to the product team.
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Lead onboarding projects, track milestones, and conduct post-project reviews to ensure continuous improvement.
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Communicate expectations proactively and manage escalations with professionalism and tact.
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Build strong, trust-based relationships with clients from diverse backgrounds and time zones.
Qualifications
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Bachelor’s or Master’s degree, preferably in a technical, business, or healthcare-related field.
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3+ years in a customer-facing or technical onboarding role in a SaaS environment.
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Proven experience with project management; PMP certification is a plus.
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Excellent communication and presentation skills—confident leading customer-facing sessions.
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Strong technical acumen and ability to learn complex systems quickly.
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Experience in healthcare or familiarity with healthcare workflows is a strong plus.
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Comfortable working independently and prioritizing in a fast-paced, dynamic setting.
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High levels of patience, empathy, adaptability, and problem-solving ability.
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Fluent English (C1 level or higher); multilingual skills are a bonus.
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Experience working across time zones and multicultural teams.
Bonus Points
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Experience with support ticketing systems (e.g., Zendesk).
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Background in agile, Scrum, or familiarity with scrum master practices.
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Previous experience contributing to onboarding automation or AI-assisted support systems.
Additional Information
What we offer:
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Hourly compensation (competitive rate based on experience)
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100% remote work flexibility with a supportive and collaborative team culture.
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A kind, mission-driven group of professionals passionate about improving healthcare.
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Opportunities for growth, ownership, and contributing to meaningful innovation.
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Occasional team-building meetups and retreats.
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The chance to shape the onboarding process for a company embracing AI and automation.