Client Experience Specialist, Onboarding

Carefeed; Tipton; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading senior care platform in the UK is seeking a Client Experience Specialist to facilitate onboarding for new clients. This role entails guiding clients through implementation, ensuring they feel supported and confident in using the platform. The ideal candidate will be customer-centric with strong communication and technical skills. Benefits include comprehensive health insurance, a 401(k) plan, and opportunities for career growth. Join a dynamic startup making a real impact in senior care.

Benefits

Comprehensive medical, dental, and vision insurance

401(k) plan

Paid vacation and sick time

Company-paid holidays

Opportunities for career growth

Qualifications

• 3+ years of experience in a similar client success, customer service, or technical support role.

Responsibilities

• Lead new clients through the full implementation and onboarding process.
• Provide high-level support during onboarding.
• Develop and customize platform solutions for clients.
• Track client trends and product usage to improve adoption.
• Collaborate to refine processes for client engagement.

Skills

Customer-Centric and Self-Motivated

Tech-Savvy and Detail-Oriented

Strong Facilitator and Communicator

Proficient in Key Tools

Adaptable and Collaborative

Healthcare and SaaS Experience

Education

Bachelor’s Degree in a relevant field

Tools

Microsoft Word

Excel

Google Docs

Adobe

DocuSign

Canva

Job description

Client Experience Specialist, Onboarding

About Us: Carefeed is the platform senior living and long-term care providers use to bring order, clarity, and calm to their day. By replacing paper, calls, and disconnected tools with an all-in-one platform, Carefeed digitizes and automates the work that teams away from residents and families.

Carefeed works alongside existing EHR and HR systems and supports the way providers already operate. It reduces strain, keeps communities organized, and gives staff the time and confidence to focus on what matters most. Providers choose Carefeed because it is simple to learn, powerful in practice, and built for the realities of multi-community care.

Trusted by thousands of communities across the US and Canada, Carefeed helps every organization deliver a better experience for residents, families, and the teams who care for them.

About the Opportunity: The Client Experience Specialist (CXS), Onboarding plays a critical role in welcoming new clients to Carefeed and setting them up for long‑term success. You’ll guide clients through implementation and onboarding, ensuring they feel confident and supported as they begin using our platform. You’ll serve as a trusted partner throughout their transition to active adoption, playing a key role in client satisfaction, long‑term retention, and overall product engagement.

Key Responsibilities:

Client Onboarding & Training

• Lead new clients through the full implementation and onboarding process—including platform setup, configuration, and hands‑on training—to ensure a smooth and successful transition onto Carefeed’s platform.
• Facilitate virtual training sessions and confirm users are confident navigating the system.

Ongoing Client Support & Relationship Management

• Serve as the primary point of contact for assigned client communities, providing high‑level support and resolving questions during onboarding.

Client Communication & Documentation

• Develop and customize initial platform solutions to align with each client’s specific needs and workflows.
• Digitize and manage client documentation using Adobe and DocuSign, supporting e‑signature workflows within Carefeed.

Client Experience Optimization

• Track client trends, pain points, and product usage to identify opportunities to improve adoption.
• Collaborate with the broader Client Experience team to refine processes and build best practices for onboarding, training, and ongoing client engagement.

Required Skills:

• Customer‑Centric and Self‑Motivated: A proactive, solution‑oriented individual with strong interpersonal skills, including patience, empathy, and creativity in addressing client needs.
• Tech‑Savvy and Detail‑Oriented: Comfortable with technical software and capable of understanding and explaining Carefeed’s current solutions and future platform enhancements.
• Strong Facilitator and Communicator: Able to lead training sessions and client‑facing interactions effectively, particularly through virtual platforms like Zoom.
• Proficient in Key Tools: Skilled in Microsoft Word, Excel, Google Docs, and Adobe. Experience with DocuSign and Canva is a plus.
• Adaptable and Collaborative: Thrives in a fast‑paced, start‑up environment and works well within a team to foster growth and change.
• Healthcare and SaaS Experience: Familiarity with the healthcare industry and experience working with SaaS solutions, CRM systems, and client onboarding/training are highly desirable.

Qualifications:

• Bachelor’s Degree in a relevant field
• 3+ years of experience in a similar client success, customer service, or technical support role

What You’ll Love:

• Join a fast‑growing startup making a real impact in the lives of senior care providers and their communities
• Comprehensive medical, dental, and vision insurance to support your health and well‑being
• 401(k) plan to help you plan for the future
• Paid vacation, sick time, and company‑paid holidays to support work‑life balance
• A culture that values growth and development, with opportunities to grow your career as we scale

Carefeed provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.