Platform Onboarding Support Specialist - Bilingual

IHC Specialty Benefits; Tempe (AZ); On-site; USD 52,000 - 55,000; Full time

Job summary

IHC Specialty Benefits in Tempe, AZ is seeking an Onboarding Specialist to ensure new users are smoothly introduced to our cloud platform and services. The role blends customer success, technical support, and training in a hybrid work setting.

You will lead live or recorded trainings, guide users through account setup and integrations, monitor onboarding progress, and collaborate with product and sales teams to improve adoption and workflows.

Qualifications

• Experience guiding onboarding for SaaS platforms.
• Ability to tailor onboarding plans based on user needs.
• Strong training and presentation skills.
• Experience with CRM and support tooling is preferred.

Responsibilities

• Guide new users through the onboarding process.
• Provide live training sessions, webinars, or demos.
• Tailor onboarding based on user needs or business type.
• Educate users on features, best practices, and workflows.
• Assist users with account setup and integrations.
• Monitor onboarding progress and follow up on milestones.
• Collaborate with product, sales, and engineering teams.

Skills

Customer-Facing

Communication

Training Delivery

Onboarding & Implementation

SaaS Platforms

CRM Tools

Education

High school diploma or GED

Tools

Salesforce

HubSpot

Zoho

Zendesk

Intercom

Notion

Asana

Job description

Job Details

Job Location: Tempe Call Center – Tempe, AZ 85288

Position Type: Full Time

Job Category: Insurance

Role Overview

The INSX Cloud Platform Onboarding Specialist plays a crucial role in ensuring new users—whether customers, clients, or employees—are smoothly introduced to a digital platform, tool, or service. This role sits at the intersection of customer success, technical support, and training. The position is hybrid, requiring time in the Akron, Ohio office as well as remote work.

Essential Duties and Responsibilities

• User Onboarding & Training
  • Guide new users through the onboarding process.
  • Provide live training sessions, webinars, or recorded demos.
  • Tailor onboarding based on user needs or business type.
  • Educate users on key features, best practices, and workflows.
• Account Setup & Configuration
  • Assist users with setting up their accounts and profiles.
  • Help configure integrations, APIs, or custom settings as needed.
  • Ensure user environments are correctly set up before go‑live.
• Customer Support & Troubleshooting (Early Stage)
  • Answer user queries during the onboarding phase.
  • Troubleshoot technical issues and elevate to appropriate teams.
  • Track and resolve onboarding roadblocks.
• Documentation & Resources
  • Provide onboarding materials like guides, checklists, FAQs, and walkthroughs.
  • Collaborate with marketing or product teams to update training content.
• Client Engagement & Success Monitoring
  • Monitor engagement metrics (logins, feature usage, etc.) during onboarding.
  • Follow up with users to ensure they are progressing through onboarding milestones.
  • Proactively engage at‑risk users to ensure successful adoption.
• Feedback & Product Insights
  • Collect and relay user feedback to product or development teams.
  • Identify common pain points to improve the onboarding flow or platform UI/UX.
• Collaboration with Cross‑Functional Teams
  • Work closely with sales, product, customer success, and engineering teams.
  • Ensure a smooth hand‑off from sales to onboarding and from onboarding to customer success.

Qualifications

• Customer‑Facing & Communication
  • Excellent verbal and written communication skills.
  • Ability to explain complex technical concepts in simple terms.
  • Strong customer service orientation and professionalism.
  • Comfort leading training sessions, webinars, or demos.
• Project & Process Management
  • Strong organizational skills to manage multiple onboardings at once.
  • Ability to create and manage onboarding plans, timelines, and milestones.
  • Proactive problem‑solving and attention to detail.
• Technical Proficiency
  • Comfortable using and explaining digital platforms or software tools.
  • Proficient with computers.
  • Strong understanding of: SaaS platforms, APIs and integrations (basic understanding), CRMs (e.g., Salesforce, HubSpot), ticketing or support tools (e.g., Zoho, Zendesk, Intercom), project tools (e.g., Asana, Trello, Notion).
• Analytical Thinking
  • Ability to track usage data and onboarding KPIs.
  • Identify trends and provide recommendations to improve processes.

Certificates, Licenses, Registration

• High school diploma or GED.
• 1‑3+ years of experience in one or more of the following roles: Onboarding or implementation specialist; Customer success or client services; Technical support; Account management (with a technical product); Experience in a SaaS, tech, healthcare, or platform‑based environment is highly preferred.

Pay Transparency

The base pay for this role in the Akron, Ohio office is $25.00–$26.50 per hour. Eligible for employee benefits including medical, dental, vision, life, and participation in the company 401(k) plan. Final offer amounts are determined by factors including relevant skills, education, and experience.

Physical Demands

• Small Motor Skills: Picking, pinching, typing or otherwise working primarily with fingers rather than with whole hand or arm.
• Speaking: Expressing or exchanging ideas by means of spoken word, requiring detailed or important spoken instructions.
• Hearing: Ability to receive detailed information through oral communication with or without correction.
• Repetitive Motion: Substantial movement of the wrist, hands and fingers.

Work Environment

This hybrid remote/in‑office role provides the opportunity to gain knowledge while collaborating with co‑workers and balancing life and work. Normal office environment with controlled temperature. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Additional Requirements

The company reserves the right to determine if this position will be assigned to work on‑site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on‑site may be required to engage in face‑to‑face interaction and coordination of work among co‑workers.