Junior Product Onboarding Associate

Job Description

Job Description

About XRHealth

XRHealth is a pioneer in immersive healthcare, combining virtual reality (VR), extended reality (XR), and advanced technologies to deliver evidence-based therapeutic solutions. We provide patients, clinicians, and healthcare organizations with cutting-edge tools for physical, cognitive, and behavioral therapy, along with data-driven insights that empower better outcomes. With a growing product line that includes innovative DME and VR-enabled experiences, XRHealth is reshaping how care is delivered and experienced.

About the Role

We’re seeking a motivated Junior Product Onboarding Associate to help new users successfully adopt our DME and product solutions. This entry-level role is ideal for someone who enjoys guiding people, is detail-oriented, and wants to grow into a product or customer success career in healthcare technology.

You’ll work closely with cross-functional teams to provide an outstanding onboarding experience, ensuring customers feel confident and supported as they begin using our products.

Location : This is a fully in-person role based at our Needham, MA headquarters. Remote or hybrid work is not available.

Key Responsibilities

Support new customers through the onboarding journey, from account setup to first use of our products and DME solutions.

Deliver clear, step-by-step guidance via phone, video calls, or written materials to ensure a smooth adoption process.

Troubleshoot basic product issues, escalating complex cases to senior team members or technical support.

Log, track, and update customer interactions and onboarding progress in our ticketing system, while monitoring and reporting onboarding milestones, maintaining accurate notes in the CRM and other internal systems to ensure thorough documentation and follow-up.

Collaborate with product, support, and implementation teams to enhance onboarding materials and workflows.

Contribute to the creation and refinement of guides, FAQs, and training content.

Qualifications

0–2 years of experience in onboarding, customer support, or operations (SaaS, DME, or healthcare tech preferred).

Strong verbal and written communication skills with a clear, professional, and approachable style.

Comfortable using software platforms, dashboards, or CRM tools. Knowledge of ticketing systems is a plus.

Highly organized, able to manage multiple onboarding tasks with attention to detail.

Collaborative mindset and eagerness to learn product workflows and user needs.

Preferred Skills & Experience

Experience or knowledge of virtual reality (VR) platforms or immersive technology.

Prior exposure to healthcare environments or medical equipment onboarding.

Ability to effectively communicate with older adults, demonstrating patience and empathy when explaining technical concepts.

What We Offer

Comprehensive training and mentorship to help you grow into advanced onboarding or customer success roles.

The opportunity to work with innovative products that blend healthcare and emerging technologies.

A collaborative, mission-driven team culture in our Needham office.

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