Customer Onboarding & Adoption Specialist

SimplePractice; Los Angeles (CA); On-site; USD 58,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) plan with company match

Flexible Time Off

Mental health resources

Paid parental leave

Employee Resource Groups

Job summary

SimplePractice in Los Angeles, CA is seeking a friendly Customer Onboarding Specialist to join our Customer Success team. You will deliver world-class training to our growing clinician community and help customers adopt our practice management platform.

The role focuses on onboarding and education, answering questions about features, scheduling live trainings, and driving adoption and retention. You’ll collaborate across teams to improve the customer experience while maintaining high standards

Qualifications

• 2+ years of experience in customer support or service industry, serving a diverse and professional customer base.
• Bachelor’s degree from an accredited college/ university or equivalent experience.
• Exceptional verbal communication skills and confidence in speaking.
• A sense of urgency to complete work efficiently and accurately.
• Comfortable with ambiguity to determine the best solution for our customers.
• Comfortable with managing a large number of computer-based programs, applications, and toolsets simultaneously to perform job duties (e.g., Slack, Notion, Zendesk, Google Docs, OnceHub).

Responsibilities

• Drive customer adoption through onboarding and education programs.
• Address inbound lead and customer questions about our platform’s features.
• Schedule live customer onboarding training sessions with video-conferencing.
• Triage incoming customer support emails to specialized CS team members, as needed.
• Investigate and troubleshoot complex customer questions using problem-solving skills and resources.
• Identify patterns in incoming support emails and inform leadership about potential issues.
• Contribute to achieving adoption and retention goals.
• Maintain alignment with the larger Customer Success team and other internal stakeholders.

Skills

Customer support

Verbal communication

Urgency

Multitasking

Education

Bachelor’s degree or equivalent

Tools

Slack

Notion

Zendesk

Google Docs

OnceHub

Job description

SimplePractice in Los Angeles, CA is seeking a friendly Customer Onboarding Specialist to join our Customer Success team. You will deliver world-class training to our growing clinician community and help customers adopt our practice management platform.

The role focuses on onboarding and education, answering questions about features, scheduling live trainings, and driving adoption and retention. You’ll collaborate across teams to improve the customer experience while maintaining high standards