Onboarding Specialist

About the role

Fresh Clinics is rapidly expanding in the US and is seeking an Onboarding Specialist to join its Growth team. This role involves serving as the primary point of contact for new clients, primarily entrepreneurial nurses launching and growing their Med Spa businesses, immediately after signing a contract. The position requires working hours aligned to Pacific time to match client availability. The mission is to create a seamless, professional, and welcoming onboarding experience that builds trust, drives engagement, and sets the stage for a successful partnership. Key responsibilities include guiding clients through a structured onboarding process, integrating Fresh Clinics into their day-to-day operations, and communicating clearly, promptly, and empathetically to ensure every client feels supported, confident, and empowered.

Responsibilities

• Serve as the primary point of contact for new clients, entrepreneurial nurses launching and growing their Med Spa businesses, leading onboarding for our West Coast client base with working hours aligned to Pacific time to support onboarding for our West Coast clients.
• Deliver a seamless, professional, and welcoming first experience that builds trust and confidence from day one.
• Educate clients on next steps, requirements, and timelines, and help them move through onboarding milestones on schedule.
• Cook up coordination with clinical, product, sales, account management, and operations teams to resolve roadblocks and keep client activation on track.
• Track onboarding status for your client caseload, proactively flagging delays and escalating where needed.
• Support the sales team by following up on inbound inquiries within our SLA, including responding to requests for information and scheduling meetings on their behalf.
• Capture feedback from new clients throughout the onboarding journey to help improve our process, tools, and documentation.
• Maintain accurate, up-to-date client records and communications across our systems (e.g., HubSpot, Moxo).

Requirements

• Willingness to work West Coast (Pacific time) hours to support onboarding for our West Coast clients.
• Experience in onboarding, customer success, account management, or another client-facing support role.
• Excellent written and verbal communication skills, with the ability to build rapport and trust quickly.
• Strong organizational skills and the ability to manage multiple clients and timelines at once.
• A proactive, detail-oriented approach to problem-solving.
• Comfort working cross-functionally with sales, clinical, product, and operations teams.
• Ability to work within defined SLAs and established processes, while spotting opportunities to improve them.

Qualifications

• You must have:
• Experience in healthcare, MedTech, or the aesthetics/med spa industry.
• Experience supporting a sales team with inbound lead follow-up, qualification, or meeting scheduling.
• Familiarity with tools like HubSpot, Moxo, Slack, and Google Workspace.
• Experience working in an early-stage or fast-scaling startup environment.

Skills

• Highly organized and detail-oriented.
• Passionate about creating meaningful first impressions in a high-impact function.
• Willingness to work West Coast (Pacific time) hours.
• Excellent written and verbal communication skills.
• Proactive and detail-oriented problem-solving skills.
• Ability to work cross-functionally with sales, clinical, product, and operations teams.
• Experience in healthcare, MedTech, or the aesthetics/med spa industry.
• Experience supporting a sales team with inbound lead follow-up, qualification, or meeting scheduling.
• Familiarity with tools like HubSpot, Moxo, Slack, and Google Workspace.
• Experience working in an early-stage or fast-scaling startup environment.

Benefits

• Flexible work arrangements.
• Remote-first culture.
• Work-from-anywhere travel policy.
• Returning to work support for parents.
• Wellness Days: Quarterly days off to help you re-set and re-charge.
• Fresh Minds: Our global, proactive approach to mental health (EAP) with unlimited therapy available.
• Staff treatments & skincare perks (we’re Fresh Clinics, after all).
• Discounted healthcare & women's health programs.
• Parental Support: 14 weeks paid primary carer, 6 weeks secondary carer.
• Support for every stage of your parenting journey including Ask Yawn access.
• Feel good about your future: Superannuation salary packaging.
• Freshie tech-at-home voucher.
• 401k plan (US only).

Pay

Competitive compensation package based on experience and qualifications.

Schedule

West Coast (Pacific time) hours to support onboarding for our West Coast clients.