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Onboarding Specialist
We saw a problem no one was solving. Our founders watched their own families navigate the broken, stressful world of senior care payments and decided to fix it. Sunbound is building the financial OS for senior living: the first modern platform that manages the entire payments process end-to-end, saving operators time, reducing costs, and removing unnecessary stress for families.
We deeply care about who we serve. Seniors are one of the most underserved populations in the country. Our mission is simple - make managing money for senior living easy, so our customers can focus on delivering quality housing and care.
We're growing fast… really fast. Since launching in mid-2023, we've scaled to thousands of families, crossed 7 figures in ARR, and are growing over 30% month-over-month. The senior living market is a $230B+ opportunity, and we're just getting started as the baby boomer generation continues to age into care.
We're backed by the best. We recently closed our Series A with top-tier investors including TTV Ventures, Fika Ventures, Bling Capital, Liquid2 Ventures, Cambrian Ventures, and Max Ventures - firms that have collectively backed 20+ unicorns like Square, Lyft, and Rippling. We also have strategic backing from industry heavyweights LiveOak Bank and Omega Healthcare Investors, the largest Skilled Nursing-focused REIT.
Our team. We're a tight-knit, driven crew with hubs in NYC and Washington, DC - working on a problem that genuinely matters.
Company. Sunbound is building the financial OS for senior care. The current senior care payments experience is broken—it's expensive and inefficient for operators, and confusing, time-consuming, and stressful for families. Sunbound is changing that by creating the first modern platform to handle this process from end-to-end saving operating and families time, money and effort.
Mission. Our founders were inspired to start Sunbound after seeing the pain points in our own families, and deeply care about helping one of the most overlooked groups in our population; seniors. Our mission is to make managing money for senior living easy, so our customers—operators, caregivers, and families—can focus on what really matters: providing quality housing and care.
Team. We're a dedicated, close-knit, mission-driven team based in NYC and DC serving thousands of families across the United States and growing 30% month-over month! We are backed by top investors like Fika Ventures, Bling Capital, Liquid2 Ventures, and others.
We're looking for a Customer Onboarding Specialist to join our growing team and own the resident enrollment experience from start to finish. This role is highly phone-based and focused on onboarding new payors onto the Sunbound platform, particularly seniors and their families who may be uncomfortable with online payments.
You'll work closely with newly launched communities (typically 50–300 residents each) and will help onboard 10–15 communities per month, with the goal of achieving near-100% resident enrollment. This role requires persistence, empathy, and exceptional communication skills—you'll be making a high volume of outbound calls, leaving voicemails, returning inbound calls, and patiently walking residents through setup step-by-step.
If you enjoy building trust, guiding people through unfamiliar technology, and turning hesitant users into confident customers, this role is for you.
ResponsibilitiesResident Onboarding & Outreach- Own the end-to-end onboarding of new residents and payors onto the Sunbound platform
- Make a high volume of outbound calls to residents who do not sign up through automated email triggers
- Leave clear, professional voicemails and manage call-back queues efficiently
- Handle inbound return calls and walk residents or family members through account setup in real time
- Proactively follow up until enrollment is complete, with a goal of 100% adoption
- Build trust with an older clientele who may feel hesitant about online payments
- Clearly explain how Sunbound works, why it's safe, and how it benefits residents and families
- Provide calm, patient, step-by-step guidance tailored to varying levels of technical comfort
- Address concerns around security, privacy, and reliability with confidence and empathy
- Make outbound calls to new resident move-ins at existing communities who have not yet signed up
- Track onboarding progress across communities and residents, ensuring no one falls through the cracks
- Maintain accurate notes, call outcomes, and enrollment status in internal systems
- Partner closely with Customer Support, Operations, and Community teams to ensure smooth launches
- Flag recurring onboarding blockers or objections and suggest process or messaging improvements
- Help improve onboarding scripts, workflows, and resident communication over time
- Strong interest in senior living, healthcare, or helping older adults navigate complex processes
- 2+ years of experience in customer support, onboarding, call-center, sales, or customer success (or 4+ years without a degree)
- Exceptional verbal communication skills and comfort spending most of the day on the phone
- High empathy, patience, and emotional intelligence, especially when working with seniors and families
- Persistent and reliable, with comfort making high volumes of outbound calls
- Ability to explain technical or financial concepts in clear, reassuring language
- Highly organized and detail-oriented with strong follow-up and documentation skills
- Experience using customer support and calling tools (e.g., Zendesk, Aircall)
- Tech-savvy and quick to learn new software and workflows
- Experience onboarding users to a new product or platform
- Background in payments, billing, A/R, or financial services
- Call-center or high-volume outbound calling experience
- Fintech, healthcare, or senior living industry exposure
- Experience working in a fast-growing startup environment
- Strong written and verbal communication skills, especially over the phone
- Deep empathy and patience—especially when working with seniors and their families
- Ability to resolve issues quickly, with care and attention to detail
- Tech-savvy and comfortable managing workflows in a fast-paced environment
- Strong attention to detail, especially with financial data
- Familiarity with Excel (e.g. tracking, filtering, organizing data sets)
- Working hours can vary between 9am - 8pm EST M - F
- Low-ego, tight-knit, collaborative, high performing team. We work closely together to drive a big impact.
- Mission-driven. We're here to help people manage payments for something critical — care for their loved ones and to take work off of the plates of the folks providing care. We believe what we do really matters and take care and pride in doing it well.
- Meaningful work. You'll be helping families through one of the most important transitions in life.
- Customer-first culture. We're serious about care, quality, and every detail of the experience.
- Growth opportunity. This is an early hire with real ownership and upward potential.
- Strong backing. We're VC-funded by firms that have backed companies like Square, Lyft, and Rippling.
If you're passionate about helping people and ready to bring compassion to a tech-forward role, we'd love to meet you!
Equal opportunity employmentWe are an equal opportunity employer. We search for amazing people of diverse backgrounds, experiences, abilities, and perspectives. We take care of each other to create an inclusive work environment where we love to come to work every day. We'd be happy to provide reasonable accommodations to help you apply – just email us at apply@sunboundhomes.com.
Born from personal experience. Our founders watched their own families struggle with broken senior care payments and built the solution they wished existed.
Comprehensive benefits. We cover 90% of employee health benefit premiums because we believe your wellbeing shouldn't be a financial stress.
Unlimited PTO and we mean it. Take the time you need, when you need it. We actively encourage our team to disconnect and recharge; you can't do your best work running on empty.
欄 People first, always. We're a team that genuinely invests in each other. Our values - resilience, care, teamwork, and attention to detail - aren't wall art; they're how we operate every day.
Be part of something big. Senior living is a massive, underserved market and we're moving fast to change how operators manage their revenue. You'll join at an exciting inflection point where your work has real, visible impact.
Grow with us. As we scale, so does the opportunity. You'll have real ownership, a seat at the table, and room to build something that matters.
Equal Opportunity EmploymentWe are an equal opportunity employer. We welcome amazing people from all backgrounds, experiences, abilities, and perspectives. If you need a reasonable accommodation during the application process, email us at
apply@sunboundhomes.com
About the Company:
Sunbound
