Technical Onboarding & Implementation Specialist
Location: Remote — must maintain full overlap with U.S. business hours Employment Type: Full-time IC Compensation: Competitive, in USD, based on experience and region
About The Company
We are a rapidly growing, U.S.-based, venture-backed AI company building an agentic CRM and operating system for healthcare clinics. Our platform gives each clinic a team of AI "employees" that run the front office around the clock — answering patient inquiries, booking consults, managing follow-up, and handling marketing — so clinic owners can focus on care instead of admin.
We are backed by operators and investors behind some of the world's leading software and AI companies. We are small, move fast, and ship quickly, and every feature we build solves a real problem our customers brought to us.
About The Role
As new clinics come onboard, someone has to turn each one into a fully live, thriving account — configuring their AI agents, wiring up their phone system and integrations, and making sure the clinic actually adopts and loves the product. Today the founders handle much of this themselves, and it no longer scales.
This is a hybrid role at the intersection of customer experience and light technical implementation. You will own the new-clinic onboarding experience end to end, and be the human our customers rely on after go-live.
You are, first and foremost, exceptional with people — clear, warm, and credible with non-technical clinic owners. You are also technically capable enough to configure the platform, set up integrations, troubleshoot, and make simple fixes on your own instead of escalating everything. Deeper engineering work is handled by our development team, so you do not need to be a software engineer — you need to be self-sufficient and unintimidated by the technical side.
This is not a scripted support role. You will help define how onboarding works as we grow.
Key Responsibilities
Onboarding & Implementation
- Own the end-to-end onboarding of new clinics, from kickoff through go-live
- Configure the platform to each clinic's brand, voice, workflows, and protocols
- Set up and test integrations, including phone and SMS provisioning (e.g., Twilio) and connections to the tools each clinic already uses
- Build and refine AI agent prompts and light automations tailored to each customer
Customer Experience & Adoption
- Serve as the primary point of contact for customers after launch, driving adoption, satisfaction, and retention
- Take customer calls, run check-ins, and translate technical setup into language clinic owners understand
- Gather structured feedback when issues arise and advocate for the customer internally
Light Technical Support
- Triage and reproduce bugs, and resolve simple issues independently
- Make lightweight, guardrailed changes through reviewed plain-text or low-code workflows, escalating deeper work to the development team
- Work lightly with APIs and webhooks to support configuration and troubleshooting
Required Qualifications
- 2+ years in a customer-facing role such as onboarding, implementation, customer success, or technical account management at a SaaS or technology company
- Excellent spoken and written English, and a confident, personable presence on customer calls
- Genuine comfort with technology — able to configure software, follow and troubleshoot integrations, and pick up new tools quickly
- Direct experience configuring a product for customers (settings, prompts, automations, or similar)
- Full overlap with U.S. business hours
- Typing proficiency of at least 40 WPM at 95% accuracy
Preferred Qualifications
- Experience at an early-stage startup, or a role you helped build from the ground up
- Familiarity with AI products, agents, or prompt configuration
- Hands-on exposure to Twilio or a similar phone/SMS platform
- Light scripting, low-code/no-code building, or basic familiarity with APIs, webhooks, or Git-based workflows
- Prior experience working with U.S.-based clients
- Exposure to healthcare, clinics, or other high-trust customer environments
Ideal Candidate Profile
You Are
- People-first — you build trust quickly, and customers feel genuinely taken care of
- Technically fluent — not an engineer, but never intimidated by the technical side
- Proactive and resourceful — you solve what you can and know exactly when to escalate
- Comfortable with ambiguity — you do your best work without a playbook, and you help write one
- Steady under pressure — when something breaks, the customer feels your calm
Why Join Us
You will be an early, high-impact hire shaping how a fast-moving AI company onboards and retains its customers. You will have real ownership, direct access to the founders, and room to grow as the company scales.