Job Type: Full-time

Our client is an AI-native compliance platform purpose-built for Australian businesses that store and handle dangerous goods. They provide sophisticated software solutions designed to streamline safety and regulatory requirements across the logistics and EHS sectors.They are now seeking to hire an Customer Onboarding and Support Specialist to ensure new customers are successfully onboarded and supported as they adopt the platform. This role is pivotal in bridging the gap between technical setup and customer confidence, ensuring users derive maximum value from the software.Job Responsibilties:Implementation & Customer OnboardingPlay a key role in helping new customers get up and running on the company platformPerform hands-on system setup for current customer environmentsImport and configure user accounts, sites, and rolesImport and update Safety Data Sheets (SDSs)Import product files from customer inventory management systemsWork directly with customer contacts to progress onboarding tasks and resolve setup issuesTrack onboarding progress and maintain internal recordsTraining & SupportDeliver online product training sessions to customer users via video callsMaintain and update standard training materials to reflect system updatesRespond to inbound customer support enquiries promptlyResolve customer issues where possible and provide practical solutionsEscalate complex technical issues to the development team when neededMaintain clear and accurate records of support cases and resolutionsProduct Testing & QAParticipate in product testing and QA activities with the product development teamTest new features and releases to ensure high-quality delivery to clientsProvide feedback on user experience to assist with continuous platform improvementPrevious experience in a SaaS customer onboarding or implementation roleStrong English communication skills, both written and verbalHigh level of comfort with SaaS platforms and cloud-based softwareIntermediate to advanced proficiency in spreadsheets and data managementStrong attention to detail, especially when handling product and SDS dataProven ability to manage multiple onboarding projects simultaneouslyConfident in delivering training sessions to small groups of usersAbility to work Monday to Friday aligned to Australian Eastern Standard Time business hoursReliable and self-managing in a remote working environmentNice-to-Have SkillsExposure to compliance EHS (Environmental, Health & Safety) or logistics softwareExperience using helpdesk or ticketing systemsExperience working in a startup or AI-native environmentPermanent work-from-home set-upDayshift (Australian business hours)Full-time jobHMOAnnual leave13th-month payWith Government Mandated Benefits

📌 Customer Onboarding and Support Specialist (Sydney)
🏢 Virtual Staff 365
📍 Sydney