Customer Support & Onboarding Manager- AI

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 LikeClients 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 ResponsibilitiesAI & CapabilityEmbed AI across support and onboarding — ticket triage and deflection, drafting responses, knowledge-base search, and onboarding progress trackingStand up AI-powered self-serve so clients resolve common queries without raising a ticketUpskill the team to be AI-native, lifting output and quality without simply adding headcountClient SupportLead a team of ~5 supporting client queries across basic delivery management, reporting, troubleshooting of rate cards, and integrationsOwn the ticketing system — set priorities, monitor SLAs and KPIs, and ensure escalations are resolved quicklyAct as a senior point of contact for key clients, maintaining high satisfactionOnboardingOwn onboarding from the point of contract signing through to go-liveLeverage project plans to guide clients through a structured self-serve processTrack all key interactions and provide clear, ongoing transparency to the clientTeam & DeliveryEnsure strong, on-time completion of actions across the teamCoach and develop the team; run performance reviews and manage workloadBuild and maintain training materials, process docs, and support resources to enable scaleReporting & EscalationsHandle escalations directly and resolve them effectivelyReport on support and onboarding performance to the CEO and Board; flag risks earlyCross-functionalIdentify recurring issues and work with Product and Engineering to drive fixes and improvementsContinuously review and improve processes to lift efficiency and the client experience
What We're Looking For
Essential5+ years in B2B SaaS managing customer support and/or implementationsProven people leadership — coaching, performance management, and a customer-first cultureAnalytical, process-driven approach; able to spot gaps and drive continuous improvementHands-on with ticketing/helpdesk tools and CRM platformsHighly organised and adaptable in a fast-paced, evolving SaaS environmentActive AI tooling user — proven and keen to embed AI agents across support and onboardingClear communicator — as comfortable with the Board as coaching a junior team member
AdvantageousTransport, logistics, freight, or supply chain software experience (TMS / FMS / WMS)Experience designing self-serve onboarding using project plans and playbooksFamiliarity with rate cards, integrations, and delivery management workflowsExperience building or operationalising AI agents/automations in a support teamExperience managing a distributed team across multiple time zones
About Transvirtual
We’re a modern SaaS business delivering logistics management solutions across ANZ and North America, with team members in Sydney, Melbourne, Newcastle, China, India, Pakistan, the Philippines, and North America. Our founder’s roots in transport give us a genuine competitive edge. We hold a high bar for quality and ownership. If you want to do meaningful work at a company where you can see the results in real time, this is the place.
If you’re a hands-on SaaS leader who knows how to combine people, process, technology and AI to create exceptional customer outcomes, we’d love to hear from you.
Join Transvirtual and help build the next generation of AI-powered logistics.