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 rapid‑paced, evolving SaaS environment
- Active AI tooling user — proven and keen to embed AI agents across

📌 Onboarding & Customer Support Manager (Sydney)
🏢 TransVirtual
📍 Sydney