Enrichment Edge Client Support Specialist

Note: This is a fully remote opportunity with up to 10% travel required.

At Procare HR, we're on a mission to transform outcomes for care providers through industry-focused HR services, labor strategy and support, talent acquisition, employee engagement and resident and family satisfaction. Our core values drive our culture, emphasizing positivity, curiosity, accountability, gratitude, and growth.

• Salary Range is $60,000-$70,000/yr | Credit given for experience
• Great Benefits Available
• Fully Remote Opportunity

• Be the team’s Go Icon expert: Master the platform’s resident, staff, and family portals, scheduling, engagement tracking, and reporting. Stay current on releases and serve as the team’s main liaison with Go Icon product and support.
• Lead technical implementation for new clients: Partner with the Go Icon Onboarding Manager and Enrichment Program Manager to turn client requirements into platform configuration, validate data before go-live, and flag risks early.
• Drive onboarding and training: Deliver end-user training, help build training materials and quick-reference guides, and roll out family and resident portals so each community is fully set up and engaged from day one.
• Champion client adoption: Act as a responsive point of contact for platform questions, monitor usage, coach communities that need extra support, and troubleshoot issues while building a shared knowledge base.
• Improve how we work: Refine the implementation playbook, recommend configurations that strengthen data and reporting, and share client feedback with Enrichment Edge leadership to shape our services.

What You Bring:

• Associate’s degree in IT, hospitality, healthcare, therapeutic recreation or adjacent field
• Minimum of two years of experience in tech onboarding, software training, implementation, or customer success/service.
• Hands-on experience administering, configuring or supporting a SaaS platform (preferably Go Icon)
• Proven ability to train non-technical users and explain technology in plain language.
• Experience managing multiple client implementations at once with clear timelines.
• Deep technical curiosity and the drive to master a platform end to end.
• Strong project management and attention to detail, especially with data setup.
• Strong relationship-management skills as a partner, coach, advisor

Caring for You, So You Can Care for Others:

• 401(k) plan with a 3% Safe Harbor contribution plus company match. Procare HR contributes 3% of your pay whether or not you contribute, matches 50% of the first 2% you put in, and everything is 100% vested immediately
• Time to recharge, with up to 23 paid days off a year:
  • 15 days of paid time off to rest, travel, or take care of what matters to you
  • 6 company-paid holidays to unplug and celebrate
  • Days That Matter: two additional days off each year:
    • Birthday: one day off anytime during your birthday month
    • Flexible: one day for whatever occasion is personally meaningful to you
• Health insurance starting day one, including a $0 employee-only premium option
• FSA and HSA options available
• Company-paid dental insurance for employee-only coverage
• Company-paid life insurance
• Company-paid short- and long-term disability insurance
• Additional ancillary benefits including Vision, Critical Illness, Voluntary Life/AD&D, Accident, and an Employee Assistance Program (EAP)

To apply, please complete the required questionnaire. We accept applications on a rolling basis.

We are an Equal Opportunity Employer and are committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, ancestry, disability, medical condition, genetic information, marital status, veteran or military status, citizenship status, pregnancy (including childbirth, lactation, and related conditions), political affiliation, or any other status protected by applicable federal, state, or local laws. We are committed to providing an inclusive and accessible recruitment process. If you require accommodations during the interview process, please let us know. Reasonable accommodations will be provided upon request to ensure equal opportunity for all applicants.

Applicants may be subject to a background check. Employees in this position must be able to satisfactorily perform the essential functions of the position. If requested, this organization will make every effort to provide reasonable accommodations to enable employees with disabilities to perform the position’s essential job duties. As markets change and the Organization grows, job descriptions may change over time as requirements and employee skill levels evolve. With this understanding, this organization retains the right to change or assign other duties to this position. If you are an applicant from California, please review this notice.

E-Verify Participation
Procare HR participates in E-Verify.
This employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.