Support and Onboarding Manager

About Us

Transvirtual stands as Australia's leading AI-powered logistics platform, enabling transport and logistics businesses to operate more intelligently and efficiently. Our technology provides comprehensive real-time visibility throughout the supply chain, linking customers with carriers, warehouses, drivers, and partners via a single intelligent platform. Leveraging AI, we reduce manual tasks, automate workflows, extract actionable insights, and expedite processes from operations to payments. Our mission is to empower logistics teams to minimize administrative burdens and focus on excellent service delivery.

Role Overview

As Transvirtual expands its integration-rich Transport Management System (TMS) and transforms into an AI-native platform across TMS and Fleet Management Systems (FMS) with increasing presence in North America, client experience post-contract signing is critical. We seek a proactive Support and Onboarding Manager to lead a team of approximately five members, overseeing client support and full onboarding journeys. This hands-on leadership role involves detailed involvement in escalations, onboarding task management, direct reporting to the CEO and Board, and integration of AI tools to enhance team productivity.

Key Responsibilities

• Integrate AI solutions into support and onboarding workflows, including ticket triage, response drafting, knowledge-base searching, and tracking onboarding progress.
• Establish AI-driven self-service options for clients to resolve common inquiries independently.
• Lead a support team addressing client issues around delivery management, reporting, rate card troubleshooting, and system integrations.
• Manage ticketing systems by prioritizing work, monitoring service levels and KPIs, and ensuring quick resolution of escalated tickets.
• Serve as senior contact for major clients to maintain strong satisfaction levels.
• Coordinate the onboarding process from contract signing to go-live, applying structured project plans and maintaining clear client communication on progress.
• Ensure timely completion of team actions, conduct coaching and performance reviews, and maintain training materials and process documentation to support scaling.
• Handle escalations directly, provide thorough reporting on performance to executive leadership, and proactively identify risks and opportunities.
• Collaborate with Product and Engineering teams to identify root causes of recurring issues and implement lasting solutions.
• Regularly assess and refine processes to enhance efficiency and client experience.

Candidate Profile

• Minimum 5 years' experience in B2B SaaS environments managing customer support or implementation teams.
• Proven leadership skills involving team coaching, performance management, and fostering a customer-centric culture.
• Strong analytical skills with a process-oriented mindset to identify gaps and pursue continuous improvement.
• Hands-on experience with ticketing/helpdesk software and CRM tools.
• Highly organized and flexible, able to thrive in a fast-evolving SaaS business.
• Active user of AI tools, with a passion for embedding AI capabilities across support and onboarding functions.
• Excellent communication skills suitable for interactions ranging from junior team members to executive boards.

Preferred Qualifications

• Background in transport, logistics, freight, or supply chain software (TMS, FMS, WMS).
• Experience designing self-service onboarding processes supported by structured project plans and playbooks.
• Understanding of rate cards, integrations, and delivery management workflows.
• Hands-on experience implementing AI agents and automations within support teams.
• Experience managing distributed teams across different time zones.

About Transvirtual

Transvirtual is a contemporary SaaS provider offering logistics management solutions across Australia, New Zealand, and North America, with a global team spanning Sydney, Melbourne, Newcastle, China, India, Pakistan, the Philippines, and North America. Our founder's deep industry roots give us a genuine competitive edge. We maintain high standards of quality and ownership, delivering impactful work with visible results in real time.