Bilingual Training & Onboarding Specialist

Direct2Care • Phoenix, AZ

5d • Hybrid

About The Position

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.

Requirements

• 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.

Nice To Haves

• Experience conducting customer onboarding or training sessions.
• Experience in SaaS, healthcare, or technology.
• Experience using CRM or customer support platforms such as HubSpot.

Responsibilities

• 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.
• 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.
• 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.

Benefits

• 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

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed