We're So Glad You're Here!
At Direct2Care, we're passionate about creating exceptional experiences, for our customers and our team. We're looking for a bilingual Onboarding & Support Specialist to help ensure every customer feels confident, supported, and successful from day one.
In this role, you'll split your time between Customer Success and Customer Support, helping onboard new customers, conduct training sessions, answer customer questions, and resolve issues with professionalism and empathy. If you're highly organized, enjoy building relationships, thrive in a fast-paced environment, and love helping people, we'd love to meet you.
What You'll Do
Create Exceptional Onboarding Experiences
- Guide new customers through implementation and onboarding to ensure a smooth start.
- Conduct virtual onboarding and product training sessions in both English and Spanish.
- Support Customer Success Managers during the first 30 days of the customer journey.
- Coordinate onboarding logistics, scheduling, and customer follow-up communications.
- Prepare and ship welcome kits, marketing materials, and customer resources.
- Maintain accurate customer records and onboarding documentation.
- Assist with Customer Success administrative projects and operational initiatives.
Deliver Outstanding Customer Support
- Answer incoming customer phone calls and support emails.
- Troubleshoot customer account questions and provide timely resolutions.
- Escalate technical or complex issues to the appropriate internal teams.
- Assist with account maintenance and customer support administrative tasks.
- Help maintain excellent response times and a high level of customer satisfaction.
Keep Things Organized
- Balance responsibilities across Customer Success and Customer Support.
- Prioritize multiple tasks while maintaining attention to detail.
- Continuously look for ways to improve processes and the overall customer experience.
What We're Looking For
Required Qualifications
- Fluent in both English and Spanish (written and verbal).
- At least 1 year of experience in a customer-facing role such as Customer Success, Customer Support, Account Management, Hospitality, Retail, or another service-oriented position.
- Excellent verbal and written communication skills.
- Strong organizational and time management skills.
- Detail-oriented with strong problem-solving abilities.
- Comfortable learning new technology and software systems.
- Passion for delivering an outstanding customer experience.
You'll Thrive Here If You Are...
- Passionate about helping customers succeed.
- Able to easily transition between Customer Success and Customer Support responsibilities.
- Proactive and willing to take initiative.
- Dependable, organized, and highly detail-oriented.
- A strong communicator who builds trust through professionalism and empathy.
- A collaborative teammate who enjoys solving problems with others.
- Adaptable in a fast-paced, growing environment.
Preferred Qualifications
- Experience conducting customer onboarding or training sessions.
- Experience in SaaS, healthcare, or technology.
- Experience using CRM or customer support platforms such as HubSpot.
Technology You'll Use
- HubSpot
- Microsoft Suite
- Zoom
- Notion
- MyClinic Healthcare Backoffice
Schedule
This is a part-time position averaging approximately 15 hours per week. Your schedule will be flexible based on business needs, with occasional availability during standard business hours to support customer onboarding sessions, training, and support needs.
What Success Looks Like
In this role, you'll:
- Deliver seamless onboarding experiences that set customers up for long-term success.
- Conduct engaging onboarding and training sessions in both English and Spanish.
- Provide timely, accurate, and empathetic customer support.
- Build confidence and trust with every customer interaction.
- Balance competing priorities while maintaining exceptional organization.
- Collaborate effectively across Customer Success and Customer Support.
- Take ownership and continuously look for ways to improve the customer experience.
Why You'll Love Working Here
We believe great work happens when people are trusted, supported, and given room to grow.
Here's what you can expect:
- 🏡 Hybrid work schedule with in-office collaboration every Tuesday and Thursday in our Scottsdale office
- ☀️ Remote Summers — we go fully remote from June through September
- 🤝 Collaborative, supportive team that values ownership, initiative, and continuous learning
- 🚀 Opportunity to make a meaningful impact at a growing, mission-driven company
- 📈 Opportunities to learn, grow, and develop your career in Customer Success and Customer Experience
If you're passionate about helping customers, enjoy working in a collaborative environment, and are excited to make a difference, we'd love to hear from you.