About this role

Lead virtual onboarding sessions and product trainings for new customers
Serve as the primary point of contact for support tickets, troubleshooting, and technical questions
Partner closely with Account Management to ensure customers achieve full “healthy” status after onboarding
Document and track customer interactions in our CRM (Salesforce/HubSpot)
Experience in support ticketing via Zendesk & Dialpad is a bonus
Identify and escalate recurring product or workflow issues to the Product and Engineering teams
Support conference and on-site training events as needed (50-75% travel required)
Contribute to internal documentation, training materials, and support processes to improve team efficiency

2–3 years of experience in onboarding, training, or customer support
Experience in the eyecare industry (optometry or ophthalmology) strongly preferred
Excellent communication and presentation skills—comfortable leading virtual trainings and customer calls
Tech-savvy and organized; able to manage multiple onboarding projects simultaneously
Willingness to travel 50-75% of the time for customer meetings and conferences
Resides in or willing to work CST or PST hours consistently

Client Onboarding and Support Specialist

Key skills