Platform Onboarding Support Specialist - Bilingual

Lucie Health Marketplace; Tempe (AZ); Hybrid; USD 52,000 - 78,000; Full time

Job summary

Lucie Health Marketplace is looking for a Hybrid Platform Onboarding Specialist to guide new users—customers, clients, or employees—through the onboarding journey. You will deliver live training, demos, and tailored sessions to ensure smooth adoption.

You will configure accounts, assist with integrations, monitor engagement, collect feedback, and collaborate with sales, product, and success teams to improve the experience.

Responsibilities

• User Onboarding & Training: Guide new users through the onboarding process.
• User Onboarding & Training: Provide live training sessions, webinars, or recorded demos.
• User Onboarding & Training: Tailor onboarding based on user needs or business type. Educate users on key features, best practices, and workflows.

Job description

The Lucie 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 often sits at the intersection of customer success, technical support, and training. This is a Hybrid role with time in the Tempe AZ office as well as remote. Must Be Bilingual in Spanish.

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 escalte 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're 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.