Core Competencies:
- Ethics. Works with integrity; Upholds organizational values
- Dependability. Follows instructions, and responds to management direction; results oriented and committed to achieving objectives and tasks as required
- Teamwork and Collaboration. Exhibits objectivity and openness to other’s views; Gives and welcomes feedback; Contributes to building a positive culture. Communicates effectively
- Professionalism. tactfully approaches others; Reacts well under pressure; Treats others with respect and consideration; Accountable for all actions and decisions
- Organizational Support. Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values
- Quality Management. Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness
- Decision Making. Analyzes each situation, looking for opportunities to make any situation more beneficial for the company. Participates effectively in communication to achieve optimum results
Job Overview:
As an Onboarding and Support Specialist, you will be responsible for guiding new clinics
through their initial setup and providing ongoing technical and platform support once they are
Live.
This is a practical, detail-oriented role suited to someone who enjoys helping customers,
solving problems, and making systems work smoothly. You will work closely with Customer
Success, Product and Engineering to ensure clinics are onboarded correctly and supported
Effectively.
The first two months of the role will focus on onboarding and adoption, allowing you to build
a strong understanding of the platform and our customers. As confidence and capability are
demonstrated, the role will naturally expand to include wider client-facing and support
responsibilities.
Key Responsibilities:
- Customer onboarding – Support new clinics through onboarding and initial platform setup
- Configure and populate core platform features for clinics, including memberships, loyalty, referrals, rewards, and digital storefronts
- Ensure clinics are technically ready to launch and confident using the platform
- Spot setup issues early and resolve them before they impact launch
- Customer support – Act as a first point of contact for customer queries and issues
- Troubleshoot platform, configuration, and user issues efficiently and clearly
- Escalate bugs or complex issues to Product or Engineering with clear context
- Communicate updates and resolutions back to customers in a clear, calm manner
- Documentation and enablement – Help maintain and improve onboarding guides, FAQs, and e-learning resources
- Identify recurring issues and contribute to better documentation and processes
- Support the creation of clear, practical help content for clinics
- Operational excellence – Keep support tickets, CRM records, and customer notes accurate and up to date
- Follow established onboarding and support processes, while suggesting improvements
- Work closely with the wider Customer Success team to ensure a consistent customer experience
Requirements:
- Experience in a customer support, onboarding, or implementation role—ideally in SaaS—or a background in aesthetics or aesthetic services.
- Strong written and verbal communication skills
- Comfortable running calls, screen shares, and walkthroughs with customers
- Highly organised, detail-focused, and reliable
- Confident troubleshooting issues and explaining solutions clearly
- Comfortable using tools such as HubSpot, helpdesk systems, and Google Workspace as well as quickly learning new proprietary platforms