LEAD THE FUTURE OF AI-POWERED CUSTOMER OPERATIONS

About Transvirtual:

Transvirtual is an AI-native logistics platform for couriers, carriers, freight brokers, 3PLs and transport operators across multiple continents. AI isn’t a feature bolted onto our product. It’s built into how the platform works, from consignment creation and dispatch through to delivery, warehouse management and invoicing. The result is less admin, faster decisions and one connected operation in place of the disconnected systems that slow transport businesses down.

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. The platform doesn’t just record what happens, it helps run the operation. With that foundation in place, we’re scaling fast and looking for people who want to build what logistics software looks like next.

Transvirtual was built by logistics people, for logistics people. Our founder comes from a long family history in transport, and that first‑hand understanding of our customers’ world gives us a genuine competitive edge. If you want to do meaningful work at a company where you can see the impact of your efforts in real time, this is the place for you.

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 rapid, 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 w

📌 Customer Support (North Sydney)
🏢 TransVirtual
📍 North Sydney