Customer Onboarding Specialist

Job Description

Job DescriptionAbout Sunbound

Company. Sunbound is building the "financial OS for senior care." The current senior care payments experience is broken—leading to higher costs, operational inefficiencies for senior living operators, and unnecessary stress for families. Sunbound solves this by delivering the first modern platform to manage this process end-to-end, saving operators and families time, money, and effort.

Mission. Our founders were inspired to start the business after seeing these challenges firsthand with their own families. We deeply care about supporting one of the most underserved groups in our population: seniors. Sunbound's mission is to make managing money for senior living easy—so our customers can focus on what really matters: providing quality housing and care.

Team. We're a tight-knit, driven team with hubs in NYC and Washington, DC.

Traction. Since launching in mid-2023, we now serve thousands of families and are doing 7 figures in ARR.

Growth. Sunbound is on fire—growing over 30% month-over-month. The senior living market is a massive and fast-growing $230B+ opportunity as the "baby boomer" generation continues to age.

Funding. We recently closed our Series A from top-tier investors including TTV Ventures, Fika Ventures, Bling Capital, Liquid2 Ventures, Cambrian Ventures and Max Ventures. These firms have collectively backed over 20 unicorns such as Square, Lyft and Rippling. We also have backing from key industry participants including LiveOak Bank and Omega Healthcare Investors (the largest Skilled Nursing focused REIT).

About Sunbound

Company. Sunbound is building the financial OS for senior care. The current senior care payments experience is broken—it's expensive and inefficient for operators, and confusing, time-consuming, and stressful for families. Sunbound is changing that by creating the first modern platform to handle this process from end-to-end saving operating and families time, money and effort.

Mission. Our founders were inspired to start Sunbound after seeing the pain points in our own families, and deeply care about helping one of the most overlooked groups in our population; seniors. Our mission is to make managing money for senior living easy, so our customers—operators, caregivers, and families—can focus on what really matters: providing quality housing and care.

Team. We're a dedicated, close-knit, mission-driven team based in NYC and DC serving thousands of families across the United States and growing 30% month-over month! We are backed by top investors like Fika Ventures, Bling Capital, Liquid2 Ventures, and others.

About the Role

We're looking for a Customer Onboarding Specialist to join our growing team and own the resident enrollment experience from start to finish. This role is highly phone-based and focused on onboarding new payors onto the Sunbound platform, particularly seniors and their families who may be uncomfortable with online payments.

You'll work closely with newly launched communities (typically 50–300 residents each) and will help onboard 10–15 communities per month, with the goal of achieving near-100% resident enrollment. This role requires persistence, empathy, and exceptional communication skills—you'll be making a high volume of outbound calls, leaving voicemails, returning inbound calls, and patiently walking residents through setup step-by-step.

If you enjoy building trust, guiding people through unfamiliar technology, and turning hesitant users into confident customers, this role is for you.

ResponsibilitiesResident Onboarding & Outreach

• Own the end-to-end onboarding of new residents and payors onto the Sunbound platform
• Make a high volume of outbound calls to residents who do not sign up through automated email triggers
• Leave clear, professional voicemails and manage call-back queues efficiently
• Handle inbound return calls and walk residents or family members through account setup in real time
• Proactively follow up until enrollment is complete, with a goal of 100% adoption
  
  

Trust-Building & Education

• Build trust with an older clientele who may feel hesitant about online payments
• Clearly explain how Sunbound works, why it's safe, and how it benefits residents and families
• Provide calm, patient, step-by-step guidance tailored to varying levels of technical comfort
• Address concerns around security, privacy, and reliability with confidence and empathy
  
  

Ongoing Enrollment Support

• Make outbound calls to new resident move-ins at existing communities who have not yet signed up
• Track onboarding progress across communities and residents, ensuring no one falls through the cracks
• Maintain accurate notes, call outcomes, and enrollment status in internal systems
  
  

Cross-Functional Collaboration

• Partner closely with Customer Support, Operations, and Community teams to ensure smooth launches
• Flag recurring onboarding blockers or objections and suggest process or messaging improvements
• Help improve onboarding scripts, workflows, and resident communication over time
  
  

What We're Looking For

• Strong interest in senior living, healthcare, or helping older adults navigate complex processes
• 2+ years of experience in customer support, onboarding, call-center, sales, or customer success (or 4+ years without a degree)
• Exceptional verbal communication skills and comfort spending most of the day on the phone
• High empathy, patience, and emotional intelligence, especially when working with seniors and families
• Persistent and reliable, with comfort making high volumes of outbound calls
• Ability to explain technical or financial concepts in clear, reassuring language
• Highly organized and detail-oriented with strong follow-up and documentation skills
• Experience using customer support and calling tools (e.g., Zendesk, Aircall)
• Tech-savvy and quick to learn new software and workflows

Nice to Have

• Experience onboarding users to a new product or platform
• Background in payments, billing, A/R, or financial services
• Call-center or high-volume outbound calling experience
• Fintech, healthcare, or senior living industry exposure
• Experience working in a fast-growing startup environment

What We're Looking For

• Strong written and verbal communication skills, especially over the phone
• Deep empathy and patience—especially when working with seniors and their families
• Ability to resolve issues quickly, with care and attention to detail
• Tech-savvy and comfortable managing workflows in a fast-paced environment
• Strong attention to detail, especially with financial data
• Familiarity with Excel (e.g. tracking, filtering, organizing data sets)
• Working hours can vary between 9am - 8pm EST M - F

Why join us:

• Low-ego, tight-knit, collaborative, high performing team. We work closely together to drive a big impact.
• Mission-driven. We're here to help people manage payments for something critical — care for their loved ones and to take work off of the plates of the folks providing care. We believe what we do really matters and take care and pride in doing it well.
• Meaningful work. You'll be helping families through one of the most important transitions in life.
• Customer-first culture. We're serious about care, quality, and every detail of the experience.
• Growth opportunity. This is an early hire with real ownership and upward potential.
• Strong backing. We're VC-funded by firms that have backed companies like Square, Lyft, and Rippling.

If you're passionate about helping people and ready to bring compassion to a tech-forward role, we'd love to meet you!

Equal opportunity employment

We are an equal opportunity employer. We search for amazing people of diverse backgrounds, experiences, abilities, and perspectives. We take care of each other to create an inclusive work environment where we love to come to work every day. We'd be happy to provide reasonable accommodations to help you apply – just email us at apply@sunboundhomes.com.

Compensation Range$55,000—$65,000 USDWhy Sunbound

• Collaborative, mission-driven team that cares deeply about making an impact in senior care and doing right by our customers

• Product-led culture with a focus on continuous improvement, learning, and transparency

• Real ownership in building customer-facing functions from the ground up

• Opportunity to shape the future of the business and grow with us as we scale

Equal Opportunity Employment

We are an equal opportunity employer. We welcome amazing people from all backgrounds, experiences, abilities, and perspectives. If you need a reasonable accommodation during the application process, email us at apply@sunboundhomes.com. We hope you'll join us.