Onboarding & Customer Support Manager

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

LEAD THE FUTURE OF AI-POWERED CUSTOMER OPERATIONS

Build smarter support. Accelerate onboarding. Scale customer experience with AI.

Transvirtual is transforming from an integration-rich logistics platform into an AI-native TMS and FMS. As Support & Onboarding Manager, you’ll lead the team responsible for turning that technology into an exceptional client experience — using AI agents, automation, intelligent self-service, and data-driven processes to make support faster, onboarding simpler, and the entire operation more scalable.

ABOUT THE ROLE

Transvirtual is at an inflection point. We’ve built the most integration-rich Transport Management System in ANZ — and we’re now evolving into an AI-native platform spanning TMS and FMS, with a growing footprint in North America. As we scale, the experience clients have after they sign — how quickly they’re onboarded and how well they’re supported — is becoming one of our biggest competitive advantages.

We’re looking for a hands-on Support and Onboarding Manager to lead client support and own the onboarding journey end-to-end. You’ll lead a team of around five, blending people leadership, project management, and technical problem-solving. This is not a figurehead role: you’ll get into the detail of escalations and onboarding plans, hold a high bar on completion, report directly to the CEO and Board, and use AI tooling to multiply your team’s output.

What Success Looks Like

• Clients get fast, expert support. Your team of around five resolves client queries across basic delivery management, reporting, rate card troubleshooting, and integrations — quickly and accurately.
• Onboarding starts the moment a contract is signed. You leverage project plans to guide each client through a structured self-serve process, track all key interactions, and give the client full transparency on progress.
• Actions get completed. You drive strong, on-time completion of actions across the team, own escalations, and keep nothing falling through the cracks.
• The CEO and Board have a clear view. You report on support and onboarding performance with rigour, surfacing risks and opportunities before being asked.
• AI is embedded in how the team works. You’ve put AI agents and tooling to work across triage, response drafting, knowledge management, and onboarding tracking — so the team spends more time with clients and less on admin.
• Issues get fixed at the source. You spot recurring problems and work with Product and Engineering to resolve them, not just patch them.

Key Responsibilities

AI & Capability

• Embed AI across support and onboarding — ticket triage and deflection, drafting responses, knowledge-base search, and onboarding progress tracking
• Stand up AI-powered self-serve so clients resolve common queries without raising a ticket
• Upskill the team to be AI-native, lifting output and quality without simply adding headcount

Client Support

• 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

Onboarding

• Own onboarding from the point of contract signing through to go-live
• Leverage project plans to guide clients through a structured self-serve process
• Track all key interactions and provide clear, ongoing transparency to the client

Team & Delivery

• Ensure strong, on-time completion of actions across the team
• Coach and develop the team; run performance reviews and manage workload
• Build and maintain training materials, process docs, and support resources to enable scale

Reporting & Escalations

• Handle escalations directly and resolve them effectively
• Report on support and onboarding performance to the CEO and Board; flag risks early

Cross-functional

• Identify recurring issues and work with Product and Engineering to drive fixes and improvements
• Continuously review and improve processes to lift efficiency and the client experience

What We're Looking For

• 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
• Highly organised and adaptable in a fast‑paced, evolving SaaS environment
• Active AI tooling user — proven and keen to embed AI agents across support and onboarding
• Clear communicator — as comfortable with the Board as coaching a junior team member

Advantageous

• Transport, logistics, freight, or supply chain software experience (TMS / FMS / WMS)
• Experience designing self‑serve onboarding using project plans and playbooks
• Familiarity with rate cards, integrations, and delivery management workflows
• Experience building or operationalising AI agents/automations in a support team
• Experience managing a distributed team across multiple time zones

About Transvirtual

We’re a modern SaaS business delivering logistics management solutions across ANZ and North America, with team members in Sydney, Melbourne, Newcastle, China, India, Pakistan, the Philippines, and North America. Our founder’s roots in transport give us a genuine competitive edge. We hold a high bar for quality and ownership. If you want to do meaningful work at a company where you can see the results in real time, this is the place.

If you’re a hands‑on SaaS leader who knows how to combine people, process, technology and AI to create exceptional customer outcomes, we’d love to hear from you.

Join Transvirtual and help build the next generation of AI-powered logistics.