Customer Support Specialist — Hybrid (Fremantle, WA based)

Hubfleet | Full time | Hybrid (Fremantle, WA based)

About HubfleetHubfleet is an Australian technology company modernising heavy vehicle compliance. Our platform combines electronic work diaries (EWD), maintenance management, pre-start checks, and a full Safety Management System — helping fleet operators stay compliant with Heavy Vehicle National Law while making life easier for drivers and fleet managers. With major regulatory reform (HVNL) on the horizon, we're growing, and customer support is at the heart of that growth.

The RoleWe're looking for a Customer Support Specialist to be the friendly, knowledgeable human voice for our customers — fleet managers, drivers, and business owners across Australia. You'll own the inbound support queue, resolve tickets, run onboarding sessions and system set-ups for new customers, and help us continuously improve our knowledge base. This role reports directly to the Founder & CEO, and works closely with the customer support and sales teams.

What you'll do

- Answer inbound support calls and tickets (phone, email)
- Resolve Tier 1 support issues across our driver mobile app, admin portal, and EWD/compliance workflows.
- Log every interaction properly — customer, issue, resolution, status — so the whole team has the full picture.
- Run onboarding sessions and system set-ups for new customers, guiding them through account setup and first use while demonstrating strong product and compliance knowledge.
- Identify recurring issues and turn them into help-centre articles, walkthroughs, and short instructional videos.




- Escalate Tier 2/3 issues and bugs to the right people, and follow through to resolution.
- Feed real-world customer feedback into product development.

What we're after
- Excellent phone manner and written communication — you're calm, clear, and empathetic with frustrated customers.
- Genuine problem-solving instinct: you'd rather over-ask than guess.
- Comfort deep-diving into NHVR compliance knowledge and technical products (fatigue rules, vehicle maintenance, compliance laws) to provide exemplary customer support and consultative recommendations.
- Strong organisational habits — ticket hygiene, follow-ups, nothing slips.
- 2–3 years of customer support experience required (SaaS or tech a plus, but attitude and ownership matter most).
- Interest in transport, logistics, or compliance is a bonus — full product and industry training provided.

What's on offer
- Hybrid role — work from home and our Fremantle office.
- Join a growing support function, with a direct line to the founder.
- Deep product and industry training in your first 90 days, with a clear 30/60/90-day onboarding plan.
- Genuine influence: your ticket insights shape the help centre, SOPs, and the product roadmap.
- A company solving real safety problems in Australian transport.

LocationThis is a hybrid position, open to candidates based in or near Fremantle, WA, who are available to work both remotely and on-site during AEST/AWST business hours. How to applySend your resume and a short note telling us why you'd be great at keeping our customers supported and smiling.

📌 Customer Support Specialist (Fremantle)
🏢 Hubfleet
📍 Fremantle