Customer Support & Onboarding Coordinator - Levl Telematics

Banyan Software; Coventry; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a dynamic and innovative company as a Customer Support and Onboarding Coordinator, where your passion for customer success will shine. In this role, you will be the first point of contact for customers, ensuring they have a smooth onboarding experience and providing exceptional support. You will create engaging training materials and conduct personalized sessions to empower clients in utilizing the product effectively. This is an exciting opportunity to make a real impact in a fast-growing organization that values diversity and inclusion, fostering a collaborative environment where your contributions are recognized and appreciated.

Qualifications

• Strong communication and problem-solving skills are essential.
• Experience with CRM tools and creating training materials is a plus.

Responsibilities

• Respond to customer inquiries via various channels and troubleshoot issues.
• Guide new customers through onboarding and conduct training sessions.

Skills

Excellent communication skills

Problem-solving skills

Technical explanation to non-technical users

Customer experience focus

Tools

Zendesk

Intercom

HubSpot

Job description

Coventry, England, United Kingdom

Banyan Software provides the best permanent home for successful enterprise software companies, their employees, and customers. We are on a mission to acquire, build, and grow great enterprise software businesses worldwide that dominate niche vertical markets. Recently, Banyan was named the #1 fastest-growing private software company in the US on the Inc. 5000 and among the top 10 fastest-growing companies by the Deloitte Technology Fast 500. Founded in 2016 with a permanent capital base designed to preserve the legacy of founders, Banyan focuses on a buy-and-hold-for-life strategy for growing software companies serving specialized vertical markets.

LEVL Telematics is a leader in telematics solutions, specializing in data-driven technology for fleet management, electric vehicles (EV), and automotive telematics. We empower our clients with insights that optimize fleet performance, enhance safety, and reduce operational costs.

Job Description

We are seeking a highly motivated and customer-focused Customer Support and Onboarding Coordinator to join our team. This dual-role position is designed for someone passionate about helping customers succeed, providing excellent support, and ensuring a smooth onboarding experience.
The ideal candidate will serve as the first point of contact for customer inquiries while also playing a key role in educating and training new customers to achieve their goals with our product or service.

Responsibilities

1. Customer Support:
   1. Respond promptly to customer inquiries via email, chat, phone, and other support channels.
   2. Troubleshoot and resolve customer issues, escalating complex cases to the appropriate team as needed.
   3. Maintain accurate records of customer interactions in our CRM or support software.
   4. Identify recurring issues and provide feedback to improve user experience.
   5. Develop and update FAQs, help articles, and other self-service resources to empower customers.
2. Customer Onboarding & Training:
   1. Guide new customers through the onboarding process, ensuring they understand and can effectively use our product or service.
   2. Conduct personalized training sessions (virtual or in-person) tailored to customer needs.
   3. Create and deliver training materials, including videos, webinars, and user guides.
   4. Act as a proactive resource to customers during the critical onboarding period, ensuring adoption and satisfaction.
   5. Monitor customer progress during onboarding and provide timely follow-ups to address any roadblocks.

Qualifications & Experience

1. Excellent communication skills, both written and verbal.
2. Strong problem-solving skills and a proactive attitude.
3. Ability to explain technical concepts to non-technical users.
4. Familiarity with CRM and support tools (e.g., Zendesk, Intercom, HubSpot) is a plus.
5. Experience creating training materials or delivering training sessions is an advantage.
6. Passion for delivering exceptional customer experiences.

Banyan affirms that inequality is detrimental to our global teams, associates, operating companies, and communities. We are committed to diversity, equity, inclusion, and equal employment opportunities regardless of protected characteristics. We support an inclusive workplace where employees excel based on merit, qualifications, and performance.