AI-Driven Customer Onboarding & Support Lead

Transvirtual; Sydney; On-site; AUD 120,000 - 160,000; Full time

Job summary

Transvirtual is seeking a hands-on Support & Onboarding Manager to lead client support and own the onboarding journey end-to-end. You’ll guide a small team, manage escalations, and drive AI-enabled self-serve processes to accelerate onboarding and improve client experience.

You will report directly to the CEO and Board, using AI tooling to multiply output and ensure on-time delivery while continuously improving processes and customer outcomes.

Qualifications

• 5+ years in B2B SaaS managing customer support and/or onboarding & implementations.
• Proven people leadership — coaching, performance management, and a customer-first culture.
• Analytical, process-driven approach; able to spot gaps and drive continuous improvement.
• Hands‑on with ticketing/helpdesk tools and CRM platforms.

Responsibilities

• Lead a team of ~5 supporting client queries across basic delivery management, reporting, troubleshooting of rate cards, and integrations.
• Own the ticketing system — set priorities, monitor SLAs and KPIs, and ensure escalations are resolved quickly.
• Act as a senior point of contact for key clients, maintaining high satisfaction.
• Own onboarding from contract signing through to go-live; guide clients through a self-serve process; track interactions.

Skills

People leadership

Customer support

Onboarding

SaaS

AI tooling

CRM tools

Tools

Ticketing systems

CRM platforms

AI tooling

Job description

Transvirtual is seeking a hands-on Support & Onboarding Manager to lead client support and own the onboarding journey end-to-end. You’ll guide a small team, manage escalations, and drive AI-enabled self-serve processes to accelerate onboarding and improve client experience.

You will report directly to the CEO and Board, using AI tooling to multiply output and ensure on-time delivery while continuously improving processes and customer outcomes.