Customer Onboarding and Support Specialist
Posted about 2 months ago
Our client is an AI-native compliance platform purpose-built for Australian businesses that store and handle dangerous goods. They provide sophisticated software solutions designed to streamline safety and regulatory requirements across the logistics and EHS sectors.
They are now seeking to hire an Customer Onboarding and Support Specialist to ensure new customers are successfully onboarded and supported as they adopt the platform. This role is pivotal in bridging the gap between technical setup and customer confidence, ensuring users derive maximum value from the software.
Job Responsibilties:
Implementation & Customer Onboarding
- Play a key role in helping new customers get up and running on the company platform
- Perform hands-on system setup for new customer environments
- Import and configure user accounts, sites, and roles
- Import and update Safety Data Sheets (SDSs)
- Import product files from customer inventory management systems
- Work directly with customer contacts to progress onboarding tasks and resolve setup issues
- Track onboarding progress and maintain internal records
Training & Support
- Deliver online product training sessions to customer users via video calls
- Maintain and update standard training materials to reflect system updates
- Respond to inbound customer support enquiries promptly
- Resolve customer issues where possible and provide practical solutions
- Escalate complex technical issues to the development team when needed
- Maintain clear and accurate records of support cases and resolutions
Product Testing & QA
- Participate in product testing and QA activities with the product development team
- Test new features and releases to ensure high-quality delivery to clients
- Provide feedback on user experience to assist with continuous platform improvement
Requirements
- Previous experience in a SaaS customer onboarding or implementation role
- Strong English communication skills, both written and verbal
- High level of comfort with SaaS platforms and cloud-based software
- Intermediate to advanced proficiency in spreadsheets and data management
- Strong attention to detail, especially when handling product and SDS data
- Proven ability to manage multiple onboarding projects simultaneously
- Confident in delivering training sessions to small groups of users
- Ability to work Monday to Friday aligned to Australian Eastern Standard Time business hours
- Reliable and self-managing in a remote working environment
Nice-to-Have Skills
- Exposure to compliance EHS (Environmental, Health & Safety) or logistics software
- Experience using helpdesk or ticketing systems
- Experience working in a startup or AI-native environment
Benefits
- Permanent work-from-home set-up
- Dayshift (Australian business hours)
- Full-time job
- HMO
- Annual leave
- 13th-month pay
- With Government Mandated Benefits
Other open roles at Virtual Staff 365(6)
At Virtual Staff 365, we help Australian businesses grow with quality offshore teams in the Philippines that feel like a natural extension of their local team. With our Melbourne-based team guiding you from day one, we make outsourcing simple, supported, and effective. Our approach is built on genuine care, clear communication, and long-term partnerships. We carefully match you with the right people, support their wellbeing, and stay closely involved to ensure everything runs smoothly. We believe when people feel valued and looked after, they show up with commitment and pride, and that’s where real results happen. For nearly a decade, we’ve helped hundreds of Australian businesses overcome rising costs and skill shortages while creating life-changing opportunities for families in the Philippines. If you’re ready to scale your business with the right people by your side, we’d love to hear from you.
Key team members
Dov Herdan
Daniel Walker
RICARDO HERRERO
Wouter van Heerden
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