Onboarding and Training Specialist

Every new MachShip customer arrives with the same goal: get up and trading, fast, and never look back. You're the person who makes that happen. As our Customer Onboarding and Training Specialist, you'll own the journey from "just signed" to "fully live" — configuring accounts, running training that actually sticks, and building the kind of documentation that means customers stop asking the same question twice.

This isn't a role where you hand off and hope. You'll carry projects end-to-end, solve problems before they become escalations, and turn a complex freight platform into something your customers feel confident using from week one.

ABOUT MACHSHIP

MachShip is a cloud-based freight management platform built to make a complicated industry simple. We help businesses across Australia, the Philippines, and New Zealand manage freight with clarity and control — and our Onboarding team is where that promise becomes real for every new customer.

THE ROLE

You'll project-manage onboarding from the moment a deal closes through to a confident, trading customer — collaborating with other teams to configure workflows and integrations, designing training that builds real proficiency, and running a disciplined Help Desk operation that keeps customers moving forward. You'll become a genuine product expert, the person customers trust to make the complex feel simple.

WHAT YOU'LL OWN

Customer Onboarding

• Project-manage end-to-end onboarding for new customers, from sales handover to a smooth, confident go-live.
• Configure customer accounts, workflows, and integrations to match how each business actually operates.
• Coordinate timelines, milestones, and success criteria with customers and internal teams — and flag risks before they become problems.

Training & Enablement

• Design and deliver role-based training that gets users self-sufficient fast, with minimal back-and-forth.
• Build structured onboarding programs tailored to Enterprise and Broker segments.
• Create and maintain user guides, checklists, videos, FAQs, and knowledge base articles — and keep them accurate as the product evolves.

Support & Customer Success

• Run a disciplined Help Desk requests: triage, tag, progress, and resolve within agreed timeframes, escalating with clarity when it counts.
• Address escalated customer issues with speed, pulling in the right people across the business when it matters.
• Drive the post-sale journey — from onboarding through adoption, expansion, and renewal.

Collaboration & Continuous Improvement

• Keep Product, Engineering, Support, and Customer Success closely aligned on platform changes and customer feedback.
• Track onboarding progress, training completion, and readiness metrics — and use them to keep improving the process.

WHAT SUCCESS LOOKS LIKE

• Customers reach Time to Value quickly, predictably, and with minimal friction.
• Support queries per customer drop month-on-month as training and documentation mature.
• Help Desk response and resolution times consistently sit within agreed SLAs.
• CSAT and NPS scores are strong, and churn across your onboarded cohort trends down.
• A repeatable onboarding framework exists for both Enterprise and Broker customers — not one-off heroics.

WHAT YOU'LL BRING

Essential

• Experience in onboarding, implementation, customer success, project management, or technical training — ideally in SaaS, freight, or technology.
• A track record of owning go-lives end-to-end, including configuring accounts, workflows, or integrations.
• Experience delivering customer-facing training and building the documentation that supports it.
• The ability to explain complex, technical concepts in plain, confident language.
• A solution-first mindset — you find the path forward rather than escalating blindly.
• Sharp attention to detail and strong written and verbal communication.
• Meaningful tenure in past roles, with evidence of seeing projects through to a result.

Desirable

• Experience in logistics, freight, supply chain, or other B2B operational systems.
• Comfort with helpdesk tooling (Zoho Desk or similar), CRM/customer success platforms, and MS Office & Teams.
• Experience onboarding enterprise customers or navigating complex workflows.

Ready to make onboarding feel effortless?

If you like owning a project from first handshake to confident go-live — and you get genuine satisfaction from turning a confused new customer into a self-sufficient one — we'd love to hear from you.