Client Onboarding & Support Specialist

Deep End Talent Strategies

12d•$60,000 - $70,000•Remote

About The Position

Carrot, formerly Virtual Field, is a next‑generation visual diagnostics platform that delivers clinically validated perimetry and functional vision testing without the limitations of legacy equipment. Carrot transforms eye care diagnostics with portable, automated exams that improve efficiency, accuracy, and patient comfort. From visual fields to color vision, ocular motility, and pupillometry, every test is clinically validated and tied to five billable CPT codes. The result: faster ROI, confident clinicians, and seamless care. We’re seeking a proactive and customer-focused Onboarding & Support Specialist to join our expanding Customer Success team. In this role, you’ll guide new practices through onboarding and training, ensure seamless adoption of the Carrot platform, and serve as a first-line contact for technical support. This position is ideal for someone who thrives in a fast-paced, customer-centric environment and enjoys helping clinicians and staff succeed with innovative healthcare technology and loves traveling around the country to do so.

Requirements

2–3 years of experience in onboarding, training, or customer support, ideally with technology, and bonus if you've worked as a practice manager
Excellent communication and presentation skills—comfortable leading virtual trainings and customer calls
Tech-savvy and organized; able to manage multiple onboarding projects simultaneously
Passionate about delivering exceptional customer experiences and driving adoption of new technology
Willingness to travel 50-75% of the time for customer meetings and conferences
Resides in or willing to work CST or PST hours consistently

Nice To Haves

Experience in support ticketing via Zendesk & Dialpad is a bonus
Experience in the eyecare industry (optometry or ophthalmology) strongly preferred

Responsibilities

Lead virtual onboarding sessions and product trainings for new customers
Serve as the primary point of contact for support tickets, troubleshooting, and technical questions
Partner closely with Account Management to ensure customers achieve full “healthy” status after onboarding
Document and track customer interactions in our CRM (Salesforce/HubSpot)
Identify and escalate recurring product or workflow issues to the Product and Engineering teams
Support conference and on-site training events as needed (50-75% travel required)
Contribute to internal documentation, training materials, and support processes to improve team efficiency