Onboarding Specialist

About us

Founded in 2020, the team at The Lookout Way set out to transform the delivery of in-home care by blending cutting-edge technology with deep industry insight. Born from firsthand experience with the challenges facing Aged Care providers, we built the only digital care management platform created by care, for care.

Our flagship platform, Lookout, is an all-in-one SaaS solution that empowers providers and their clients with the tools and visibility needed to deliver high-quality, profitable care. With a strong focus on intuitive design, it connects staff, care workers, and clients through personalised interfaces tailored to each user's role.

About the Role

We're looking for an energetic and detail-oriented Onboarding Specialist to join our team and play a vital role in welcoming new customers to Lookout's Care Suite. In this role, you'll be the main point of contact throughout the onboarding journey, ensuring a seamless and positive transition onto our platform. You'll work closely with customers and internal teams to guide them step by step, helping them unlock value quickly, build confidence in adopting the platform, and set the foundation for long-term success in delivering care.

Key responsibilities include:

• Lead and manage the end-to-end onboarding journey, from kick-off through to go-live.
• Coordinate with cross-functional teams to deliver smooth onboarding activities, including data migration, training, and enablement.
• Partner with sales and customers to align onboarding with customer goals, processes, and broader technology ecosystems.
• Configure and optimise the platform to ensure customer value is activated early and aligned to objectives.
• Manage timelines, communications, and expectations across internal and external stakeholders.
• Identify risks, resolve issues proactively, and capture customer feedback to improve processes and product features.
• Document deliverables and configurations to ensure a smooth handover to ongoing support and customer success teams.

Do you have what it takes?

• 2+ years' experience in SaaS onboarding, implementation, customer success, or a related client-facing role.
• Strong knowledge of the Aged Care and NDIS sectors, including regulatory and funding challenges.
• Understanding of key business functions in home care (e.g., rostering, care delivery, finance, ICT, compliance, and reporting).
• Proven ability to manage multiple projects, meet deadlines, and deliver successful outcomes.
• Strong technical and problem-solving skills, including data migration, workflow configuration, and system integrations.
• Excellent communication and interpersonal skills, with the ability to simplify complex concepts and work across teams.
• Customer-first mindset with a focus on adoption, satisfaction, and long-term value realisation.
• You have excellent written and communication skills
• Unlimited working rights in Australia.
• A successful National police check, or willingness to apply.

What's in it for you?

The way we work and the perks we offer are designed to help you live a fulfilling life.  The work we do is meaningful, and the problems we solve are interesting.

• A competitive salary package that will recognise your skills and experience.
• You'll work remotely from anywhere in Australia as long as you have a stable internet connection and a comfortable setup. We do have offices throughout the country for face-to-face contact.
• Annual $500 health and well-being allowance to spend on anything contributing to your health and well-being away from work.
• On top of the standard 4 weeks of annual leave, after your second year, you will accumulate an additional day of annual leave each year you are with us. You will also have access to our Pandemic Leave policy and have the chance to purchase additional annual leave.
• Access to our employee assistance programme, where you can receive free confidential and professional counselling.
• Parental leave benefits –All caregivers who are eligible for the government's paid parental leave scheme will receive top-up wage payments. Additionally, primary caregivers will receive top-up superannuation payments for their first year of unpaid parental leave.
• One free Five Good Friends membership plan, which covers the Care Management fees. This can be used for a loved one who is supported by Five Good Friends.
• Working for a company that has an employee engagement score that is 17% higher than the industry average, and 7% higher than the top 25% industry average (we are actually a great place to work).
• And… after 5 years of continuous service, you will receive a trip to Okinawa, Japan - the community that inspired the creation of Five Good Friends. Costs of your return economy airfare, 5 nights in hotel accommodation and airport transfers will be paid.

Find out more about The Lookout Way here:

How to Apply

If this role sounds like you, please click on the apply button and follow the prompts. We will get in touch if you are shortlisted for this opportunity. Please include your CV and a cover letter in your application, telling us a bit about yourself and your suitability for this role within our organisation.

We respectfully request no communication from external agencies or recruiters.