Customer Onboarding Specialist - markham

📍Remote | 🕒 Full-time | 🚀 Fast-growing SaaS startup

About CarePortals

CarePortals is building the backbone of direct-to-consumer telehealth.

We help digital health brands launch faster, run more efficiently, and scale with confidence by bringing e-commerce, EHR, CRM, patient experience, and operational workflows together in a single platform.

We're the infrastructure layer behind modern telehealth brands — and every brand that goes live on CarePortals starts with a great onboarding experience.

The Opportunity

We're looking for a Customer Onboarding Specialist to own the brand onboarding experience at CarePortals.

You'll be the primary point of contact for new brands from the moment they sign, guiding them through implementation, configuration, and go-live. You'll work directly with brand teams and play a critical role in shaping our clients' first experience with the platform.

This role is ideal for someone who is highly organised, client-obsessed, technically capable, and thrives in a fast-paced startup environment where no two brands are exactly alike.

What You'll Work On

• Own the end-to-end onboarding journey for new brands, from kickoff call through go-live and handoff to ongoing support
• Lead implementation of the CarePortals platform including e-commerce configuration, EHR setup, workflow automation, pharmacy integrations, and patient portal launch
• Run onboarding calls, training sessions, and weekly touchpoints with brand teams across Slack, Google Meet, and our dedicated onboarding portal
• Build and manage implementation plans tailored to each brand's patient journey, operational model, and go-live timeline
• Serve as the primary point of contact for your brands during the onboarding phase: responsive, proactive, and solutions-oriented
• Identify and escalate technical issues during implementation in collaboration with our tech ops and support teams
• Handle basic support questions from your brands post-go-live, acting as the bridge between the client and the support team
• Build and improve onboarding playbooks, training materials, configuration guides, and implementation documentation as the function scales
• Contribute to a smoother, faster, and more consistent onboarding experience as we grow

What We're Looking For

• Experience in customer onboarding, implementation, or customer success at a B2B SaaS platform
• Proven track record of independently leading software implementations or onboarding projects from kickoff to go-live
• Technically capable: comfortable configuring software, building no-code workflows, and learning new platforms quickly
• Strong client communication skills: you can run a kickoff call, manage a difficult go-live conversation, and keep multiple brands moving simultaneously
• Proactive and organized: you track implementation progress without being reminded, follow up without being asked, and flag risk before it becomes a problem
• Comfortable operating in a startup environment where playbooks are still being written and priorities move quickly

Nice to Have

• Experience onboarding clients onto platforms with operational or workflow complexity
• Familiarity with healthcare SaaS, EMR/EHR systems, or DTC telehealth platforms
• Experience with e-commerce platforms or subscription-based business models
• Exposure to APIs, webhooks, or integrations — not required, but a strong plus
• Experience building onboarding processes, playbooks, or training materials from scratch

What Success Looks Like in This Role

• Brands go live on CarePortals on time and with confidence in the platform
• Implementation plans are clear, tracked, and completed with minimal delays
• Brand teams feel genuinely supported and well-trained throughout the onboarding process
• Onboarding playbooks and documentation improve continuously as you learn what works
• The handoff from onboarding to ongoing support is smooth, well-documented, and relationship-preserving

Why Join CarePortals

• High ownership: You'll be the first dedicated onboarding hire — what you build becomes the foundation for how every future brand experiences CarePortals
• Real impact: Every brand you bring live represents real patients getting access to modern healthcare
• Startup environment: Small team, high trust, fast execution, and direct exposure to leadership
• Growth trajectory: As CarePortals scales, so does this function — and the person who builds it
• Mission-driven work: Help power better access to modern healthcare through software
• Competitive package: Competitive salary plus Employee Stock Option Plan (ESOP)

Interested?

If this sounds like the kind of role you'd thrive in, we'd love to hear from you.

Apply and tell us about your onboarding or implementation experience, a brand or client you're particularly proud of bringing live, and why CarePortals stands out to you.