Customer Onboarding Specialist - Remote (PT/MT)

About the Role

Traffio is a SaaS platform that simplifies the management and operation of large casualized workforces, helping businesses organize their people, vehicles, and equipment while automating invoicing, payroll, and field communications all in one place.

We're relatively new to the US market, but Traffio is already proving popular, and we're growing fast. As we expand our American customer base, customer onboarding and support are the key to turning that momentum into long-term success. As customers sign on, it's our Customer Onboarding Specialist who turns a great product into a great experience.

As Traffio's US-based Customer Onboarding Specialist you'll be the local face of our customer experience, working directly with new and existing US customers to get them up and running on the platform and supporting them along the way. You'll be embedded in our growing US sales and support team, while reporting to our Global Onboarding Manager based in Australia.

We're looking for someone who brings the best of both worlds, someone who genuinely cares about the customer experience while also being sharp, organized, and on top of the details. You're equally comfortable owning your work independently and looping in the team when it counts. Working remotely across time zones doesn't faze you; if anything, you thrive with the autonomy and know how to stay connected without being hand-held.

This is a unique opportunity to join a global SaaS business at an exciting moment in its US expansion with real ownership, a collaborative team, and plenty of room to grow.

Job Purpose

The Customer Onboarding Specialist will play a key role within Traffio's Customer Success function, responsible for delivering a seamless onboarding experience for new US customers while providing ongoing support to current customers to ensure product adoption and satisfaction.

Key areas of focus include onboarding program delivery, customer training, technical support, and cross-functional collaboration with our development, sales, support. This role emphasizes a customer-first mindset, strong communication, and a drive to help our customers to get the most of our Traffio.

You'll report directly to our Global Onboarding Manager, and stay closely connected with our global customer support team and local US sales team. But one of the most important relationships in this role is with our development team. At Traffio, the feedback loop between our customers and our developers isn't an afterthought. It's been central to everything we've built. You'll be relied upon to surface what customers actually need: new integrations, product improvements, and smarter ways of working. When those changes make it into the product, that's a win you'll share in.

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.

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
• Must be based in the United States in Pacific or Mountain time zone
• Willing 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
• Comfort working autonomously across time zones in a remote environment
• A positive, adaptable attitude — things move fast at Traffio and we like it that way

Nice to Have (Not Required)

• Spanish as a first or second Language
• Experience with Zoho CRM software

Working Conditions

• Location: Remote, Pacific or Mountain time zone
• Travel requirements: Domestic may be required
• Working hours: Full time, 38 hours per week
• Some flexibility may be required to align with Australian business hours

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.

Our Values and Behaviours

The person in this position is expected to demonstrate the qualities outlined in Traffio's values and maintain professional integrity in line with Traffio’s code of conduct and policies.

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.

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• 401(k) 5% Match
• Employee assistance program
• Health insurance
• Paid time off
• Work from home

Application Question(s):

• Willing to undergo a Police Check

Work Location: Remote