Customer Success & Support Specialist

Are you a SaaS pro who wants to make a real impact in a growing business?

Hubfleet is a fast-growing Australian SaaS company providing innovative software solutions to the Heavy Vehicle transport industry. We help transport operators navigate complex compliance requirements and boost their operational efficiency.

We're looking for a Customer Success & Support Specialist to join our expanding team. This isn't just a support role—it's a critical position where you'll be a key voice for Hubfleet and a true partner to our customers.

You will be instrumental in ensuring our customers not only adopt our software quickly but also realise its full value, from day one and every day after.

Key Responsibilities:

• Proactive Onboarding: Welcome new customers and guide them through our onboarding process, ensuring they get up and running smoothly and quickly.
• Customer Success: Proactively check in with customers to ensure they're achieving their goals and getting the most out of Hubfleet. You'll identify opportunities to deepen their engagement with our platform.
• Technical Support: Provide friendly, efficient, and expert support for customer inquiries via phone, email, and live chat.
• Knowledge Base Contribution: Help maintain our customer knowledge base with clear, concise help articles, guides, and video tutorials to empower self-service support.
• Customer Advocacy: Collect and communicate customer feedback to our product and development teams to help shape the future of our software.

What We're Looking For:

• SaaS Experience: You have a proven track record in a customer success, account management, or support role within a B2B SaaS environment.
• Proactive Mindset: You don’t just wait for tickets to come in; you’re driven to reach out and help customers succeed.
• CRM Expertise: You have hands-on experience with CRM or customer success platforms (e.g., Zendesk, HubSpot, Salesforce, etc.) and understand the importance of documenting interactions.
• Communication Skills: You can explain complex topics clearly and confidently, both in writing and over the phone.
• Problem-Solving: You're a natural troubleshooter who loves digging into issues and finding solutions.

A Bonus if you have:

• Industry Knowledge: Prior experience in or a strong understanding of the Australian Heavy Vehicle transport industry, including knowledge of compliance and operational challenges.