Customer Onboarding Specialist

Location: Melbourne CBD, Hybrid - 3 Days in office 

Work Hours: Full time

Salary Range: $70,000 - $75,000 + Super

Department: Customer Success

Reports to: Global Onboarding Manager

About the role

This role is all about supporting Traffio customers into becoming confident, self-sufficient users and helping them fall in love with the platform along the way. You'll be the friendly face and voice that walks customers through onboarding, runs training sessions and supports customers through any software support they need, 

You're someone who loves working with people, whether that's a room full of new users or a screen-share with one person who's a bit nervous about "the new system." You're naturally organised, happy owning your own schedule, and comfortable juggling multiple customers and sessions without dropping the ball.

You genuinely care about the people on the other end of the call. You get a kick out of teaching someone something new. You're curious about software and systems and quick to pick up how something works.

And because you're talking to customers every day, you're in a great position to notice patterns of user issues and the features people keep asking for, the things that would make their jobs easier. Part of this role is bringing those insights back to our development team, so what you learn on the ground actually shapes where Traffio goes next.

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Key Responsibilities 

Customer Onboarding

• Manage the customer onboarding journey from initial setup through to system go-live and transition into business-as-usual operations.
• Monitor onboarding progress to ensure customers remain on track and no projects fall behind.
• Coordinate onboarding activities and timelines with customers to ensure smooth implementation.
• Manage commitments, deadlines, and milestones throughout the onboarding process.
• Assist customers with questions, technical issues, and configuration challenges during the onboarding phase.
• Troubleshoot issues and resolve customer queries wherever possible on first contact.

Customer Training & Platform Adoption

• Deliver onboarding training sessions to help customers understand and effectively use the Traffio platform.
• Support customers in developing efficient workflows and best practices within the system.
• Assist customers in expanding their knowledge and confidence when using the platform.

Communication & Coordination

• Provide clear, professional communication to customers and internal stakeholders regarding onboarding progress, timelines, and next steps.
• Manage customer expectations and keep stakeholders informed throughout the onboarding process.

Process Improvement

• Identify opportunities to improve onboarding processes, delivery methods, and documentation.
• Contribute to the development and refinement of onboarding resources and training materials.
• Share insights and feedback from onboarding experiences to support continuous improvement.

Team Collaboration

• Work collaboratively with team members to ensure onboarding tasks are completed to a high standard and within agreed timeframes.
• Support the broader Customer Success team where required to ensure customers receive a consistent experience.

General Responsibilities

• Respond to customer requests via email, helpdesk, phone, and training sessions

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Requirements 

• 1-3 years of experience in either a customer onboarding, customer success or customer service role, ideally within a SaaS environment but not required.
• Confidence in delivering product training or product demonstrations by video call and in person
• Willingness to undergo a police check

What You Will Bring 

• A genuine passion for helping customers succeed
• Clear, patient communication, especially when explaining technical concepts to non-technical users
• A proactive, problem-solving mindset, you look for answers before escalating
• Comfort switching between structured onboarding work and responsive support duties throughout the day
• Attention to detail and strong organisational habits

Nice to Have (Not Required)

• Experience with Zoho CRM software 
• Experience with using Traffio as a Software
• Experience with project management and CRM softwares e.g. Asana, Zoho or equivalents

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Why Traffio? 

Our mission is to “make work effective and enjoyable with fricken awesome software”. We build software that transforms how businesses manage their operations across Australia, New Zealand, UK, Ireland, South Africa, and North America, 

We back our team to learn, take risks, snack often, and speak honestly. We believe in levelling up, scrapping convention, and keeping things local where we can.

You’ll be joining a company that’s serious about growth but doesn’t take itself too seriously. If you want your first role to be full of real experience, great mentorship, and room to grow, we’d love to meet you.

Levelling up

We’re all about levelling up, pushing boundaries, and creating a space where curiosity and creativity inspires and drives our team.

It’s bigger than just us

Sharing our story and what we build is done alongside and for our people, partners and customers while supporting the communities we work within, both locally and internationally. 

Keeping it real

Being authentic, standing by our integrity and committing to transparency is key, we own our mistakes and have honest and real conversations while being kind in all we do.

Scrapping convention

We believe in breaking the mould, embracing unconventional ways, and constantly challenging the status quo to make a real impact.

Second lunch (and snacks)

There's always time for a second lunch! Stepping away to refresh with the team helps encourage collaboration and deeper relationships that spark new ideas. Brilliance isn't about watching the clock.

Keeping it in-house

Keeping our teams and their roles in-house locally is important to us to ensure we back home-grown talent and the impacts they can make in the future.