Company

PractoPal

practopal.com

Designation

Onboarding & Customer Support Specialist

Date Listed

01 Apr 2026

Job Type

Entry Level / Junior Executive, Experienced / Senior Executive

Full/Perm

Job Period

Immediate Start, Permanent

Profession

IT / Information Technology

Industry

Computer and IT

Location Name

Bishan, Singapore

Work from Home

Address

Bishan, Singapore

Map

Allowance / Remuneration

$2,600 - 3,000 monthly

Company Profile

PractoPal is an optical management software platform built for optical retailers.

We help businesses streamline operations across POS, inventory, patient records, CRM, and analytics, enabling them to operate more efficiently and deliver better patient care.

We are building the infrastructure layer for optical retail across the region.

Job Description

Role Overview

This is a mission-critical role responsible for ensuring clients successfully adopt and use PractoPal.

You will own the full customer journey from:
* Onboarding → Training → Go-live → Ongoing support

You will work closely with:

Founder (Marcus)

Product & QA Manager (Hannah)

Engineering team

Your impact directly affects:

Client satisfaction

Retention

Referrals

* Key Responsibilities

1. Client Onboarding (Primary Responsibility)

Lead onboarding for new clients (optical stores & clinics)

Manage end-to-end setup:

Product & inventory upload

Customer data migration

System configuration

Conduct training sessions (remote / onsite)

Ensure smooth and confident go-live

2. Customer Support & Success

Handle day-to-day client queries via WhatsApp / email

Troubleshoot system usage issues

Ensure timely resolution and follow-ups

Build strong relationships with clients

3. Issue & Bug Coordination

Log and track bugs in internal system

Work with Product & Engineering teams to resolve issues

Communicate updates clearly to clients

4. Feedback & Product Improvement

Gather structured client feedback

Identify recurring pain points

Work with Product team to improve workflows and features

5. Onboarding Process Improvement

Continuously refine onboarding SOPs

Improve training materials and documentation

Identify ways to reduce onboarding time and friction

* Who We’re Looking For

Must-have

Strong communication and interpersonal skills

Highly organised and detail-oriented

Comfortable handling clients independently

Problem-solving mindset with ownership

Able to manage multiple clients/projects at once

Good to have

Experience in customer success / onboarding / operations

Exposure to SaaS platforms or CRM/POS systems

Experience in retail, healthcare, or service industries

Startup experience is a plus

* What You’ll Gain

Direct exposure to building a B2B SaaS company

Ownership of a critical business function

Opportunity to shape customer success processes from ground up

Close mentorship from founder

Clear pathway to:

Customer Success Lead

Operations Lead

* Success Metrics (How You’ll Be Measured)

Onboarding completion time

Client activation rate

Client satisfaction / feedback

Issue resolution time

Retention & engagement of clients

Application Instructions

Please apply for this position by submitting your text CV using InternSG.
Kindly note that only shortlisted candidates will be notified.

Apply for this position