Customer Onboarding Specialist

About the role

FleetPaths is a growing SaaS platform designed to help fleets manage daily operations such as routing, job tracking, reporting, and vehicle activity. Our software is used by a wide range of customers, including municipalities, private fleet operators, and snow removal companies. We are committed to providing reliable tools, accurate data, and strong customer support to help our customers succeed.

Responsibilities

• Guide new customers through the onboarding process, from initial account setup to successful implementation of FleetPaths
• Provide personalized training and ongoing support based on each customer’s workflow and needs
• Communicate with customers via email, phone, and video to answer questions and resolve issues in a timely manner
• Respond promptly to customer inquiries during scheduled working hours
• Collaborate with internal teams (Sales, Product, Engineering, Support) to address customer questions, bugs, and technical issues
• Create clear, complete internal tickets and documentation when issues need escalation
• Maintain accurate and organized customer notes in the CRM
• Monitor customer progress during onboarding and proactively reach out to ensure milestones are met
• Gather customer feedback and share insights to help improve the product and onboarding experience
• Proactively reach out to customers to ensure the platform is meeting or exceeding expectations and address any issues.

Requirements

• 1–3 years of experience in customer support, account management, or sales (preferably in a B2B or SaaS environment)
• Strong written and verbal communication skills, with the ability to explain issues clearly and concisely
• Excellent organization and time management skills; able to manage multiple customers and tasks simultaneously
• A customer-focused mindset with a strong sense of ownership and follow-through
• Comfort working with SaaS software and learning new tools and systems
• Ability to work independently during scheduled work hours
• Experience using CRM or customer management tools (or willingness to learn)

Preferred (Not Required)

• Experience working in a SaaS or technology company
• Familiarity with fleet management, routing, GIS, or operational software
• Experience in technical training, group presentations, or hosting webinars
• Experience using Canva for basic graphic design
• Familiarity with posting/managing content on social media platforms