Customer Onboarding, Training & Support Specialist

Company: emilyemr.ai

Location: Remote

Job Type: Full-time

About emilyemr.ai emilyemr.ai is an all-in-one software platform built for aesthetic and surgical practices. We help clinics streamline operations, improve documentation, enhance communication, manage payments, and deliver a better patient experience.

We are looking for a highly organized, personable, and tech-savvy Customer Onboarding, Training & Support Specialist to help new customers get up and running successfully, train teams with confidence, and provide ongoing support as they grow with our platform.

Role Overview

This role is ideal for someone who enjoys working directly with customers, solving problems, teaching software clearly, and building strong long-term relationships. You will play a key role in helping clinics successfully implement emilyemr and continue to get value from the platform over time.

Key Responsibilities

- Lead new customer onboarding from kickoff through successful go-live
- Coordinate implementation timelines, setup steps, and customer training sessions
- Train clinic teams on how to use emilyemr.ai effectively in their day-to-day workflows
- Provide responsive and skilled support by email, phone, and video call
- Troubleshoot customer questions and issues, escalating technical items when needed
- Follow up with customers after onboarding to ensure adoption, satisfaction, and retention
- Build strong relationships with clinic owners, managers, and staff
- Identify common support themes and help improve training materials, workflows, and internal processes
- Maintain accurate notes and records of onboarding progress, support requests, and customer activity
- Collaborate with product and development teams to communicate customer feedback and improvement opportunities

Qualifications
- Experience in customer onboarding,



customer success, account management, training, or support
- Strong communication skills with the ability to explain software in a simple, clear, and confident way
- Excellent organization and follow-through
- Comfortable leading video calls and training sessions
- Strong problem-solving skills and attention to detail
- Ability to manage multiple customers and priorities at once
- Self-motivated and comfortable working independently in a remote environment
- Professional, friendly, and customer-focused approach

Preferred Qualifications
- Experience working with SaaS software
- Experience supporting healthcare, medical, dental, med spa, or aesthetic clinics
- Familiarity with EMR, practice management, scheduling, payments, or patient communication platforms
- Experience creating help docs, onboarding guides, or training resources

What Success Looks Like
- New customers are onboarded efficiently and confidently
- Training is clear, practical, and well received by clinic teams
- Support issues are handled promptly and professionally
- Customers stay engaged, satisfied, and successful using the platform
- Feedback from customers helps improve the product and onboarding process over time

Why Join emilyemr.ai
- Work remotely with a growing software company in the medical aesthetics space
- Play a meaningful role in customer experience and long-term client success
- Join a team building modern software for high-performing practices
- Opportunity to grow with the company as we expand

How to Apply

Please send your resume and a short note about your background and why you would be a strong fit for this role.

Job Types: Full-time, Permanent

Pay: $44,000.00-$52,000.00 per year

Application question(s)

- Experience with SaaS products and onboarding new customers

Experience:
- Software Customer Support: 1 year (required)

Work Location: Remote

📌 Customer Training & Support - SaaS For Medspas & Cosmetic Surgeons (Canada)
🏢 emilyEMR
📍 Canada