[Hiring] Technical Onboarding & Implementation Specialist @Somewhere

Role Description

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. 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 exceptional with people — clear, warm, and credible with non-technical clinic owners.
• You are technically capable enough to configure the platform, set up integrations, troubleshoot, and make simple fixes on your own.
• This is not a scripted support role; you will help define how onboarding works as we grow.

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.

Requirements

• 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.
• 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.
• 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.

Benefits

• Be an early, high-impact hire shaping how a fast-moving AI company onboards and retains its customers.
• Real ownership, direct access to the founders, and room to grow as the company scales.