What are the responsibilities and job description for the Client Onsite Experience Representative position at Hike Medical?
The Opportunity
You’ll be a core member of Hike’s Employer Experience team, responsible for executing on-site employer scanning events and delivering a high-quality experience for employees and employer partners.
This role is highly hands-on and people-facing. You’ll represent Hike at client sites ranging from hospitals to semiconductor manufacturing facilities, guide their employees through the Hike custom insole scanning process, answer questions in real time, and ensure events run efficiently from setup through completion. You’ll be trusted to operate independently in live environments and uphold a consistent standard for how Hike shows up in the field. This role is mission critical, and will require flight travel multiple times per month.
When not traveling or on-site, you’ll also support Hike’s Customer Support team as a secondary responsibility, helping respond to employee and employer inquiries, reinforcing best practices, and ensuring a seamless experience across both in-person and remote touchpoints.
This role is ideal for someone who:
What We’re Looking For
These are not hard-and-fast requirements — we care more about reliability, judgment, and how you operate in live environments than checking every box.
You’ll be a core member of Hike’s Employer Experience team, responsible for executing on-site employer scanning events and delivering a high-quality experience for employees and employer partners.
This role is highly hands-on and people-facing. You’ll represent Hike at client sites ranging from hospitals to semiconductor manufacturing facilities, guide their employees through the Hike custom insole scanning process, answer questions in real time, and ensure events run efficiently from setup through completion. You’ll be trusted to operate independently in live environments and uphold a consistent standard for how Hike shows up in the field. This role is mission critical, and will require flight travel multiple times per month.
When not traveling or on-site, you’ll also support Hike’s Customer Support team as a secondary responsibility, helping respond to employee and employer inquiries, reinforcing best practices, and ensuring a seamless experience across both in-person and remote touchpoints.
This role is ideal for someone who:
- Is comfortable serving as the primary customer on-site representative for a company
- Enjoys structured, repeatable execution in real-world environments
- Stays calm and focused in fast-paced, in-person settings
- Takes pride in delivering a polished, professional experience
- Is adaptable and willing to support customers remotely when not in the field
What We’re Looking For
These are not hard-and-fast requirements — we care more about reliability, judgment, and how you operate in live environments than checking every box.
- 1–5 years of experience in customer-facing, field-based, or on-site roles with ownership over execution and professionalism
- Strong verbal communication skills and the ability to clearly guide people through a process, both in person and remotely
- Highly organized and able to stay composed in fast-paced, live environments
- High attention to detail and consistency in execution
- Comfortable working independently with clear expectations and playbooks
- High technology proficiency
- Willingness to travel regularly for on-site employer events
- Able to handle light physical setup and breakdown, and be on your feet for extended periods
- Healthcare, MSK, med-device, operational, or customer support experience is a plus, but not required
- Experience in high performance retail (Alo, Lululemon, Nespresso, GoodFeet Store, etc), medical device sales, field engagement, and or other sales/customer success roles is a plus
- Onsite Event Execution: Serve as the on-site representative for Hike during employer scanning events. Own execution end-to-end, including setup, employee flow, scanning support, and breakdown.
- Employee Guidance & Support: Guide employees through the scanning process, answer questions in real time, and ensure a smooth, efficient, and professional experience.
- Operational Consistency: Execute events using established playbooks and standards to ensure consistent quality across locations and employers.
- Issue Identification & Escalation: Identify issues as they arise during live events and escalate appropriately to Operations or Customer Support to ensure quick resolution.
- Post-Event Handoff: Ensure accurate handoff of event details, notes, and any flagged issues to internal teams following each onsite engagement.
- Field Feedback Loop: Surface operational observations and recurring issues to internal teams to support continuous improvement of onsite execution.
- Customer Support (Secondary Responsibility): When not on-site, support Hike’s Customer Support function by responding to employee and employer inquiries, assisting with troubleshooting, and reinforcing a consistent, high-quality experience across remote interactions.
- Competitive cash compensation, uncapped commission, and fast growing equity
- Full medical, dental, and vision coverage
- The opportunity to help build Hike's customer on-site and support team from the ground up at a category-defining company
- Daily collaboration with operations leadership, and experience working with Fortune 500 clients to coordinate benefits deployment
- Free custom insoles (of course…)
Salary : $50,000 - $65,000