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.
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
Kindly note that only shortlisted candidates will be notified.
Related Job Searches:
- Company:
PractoPal - Designation:
Onboarding & Customer Support Specialist - Profession:
IT / Information Technology - Industry:
Computer and IT - Location:
Bishan