Customer Onboarding Associate

Salary Range:

$65,000-$75,000 Base + Superannuation + ESOP

Reports to: Onboarding Team Lead - ANZ

Location: Melbourne (AU)

Work Type: Hybrid

Employment Type: Full Time

About Fresho

Fresho is a fast growing tech scale-up on a mission to transform the food industry for the benefit of people and the planet.

Our order management software is revolutionising the way the entire industry operates - from day to day operations, to mental health and wellbeing, to food waste reduction - the impact of Fresho touches every aspect of the sector in a hugely positive way making Fresho more efficient, enjoyable, profitable and sustainable.

We work closely with wholesale fresh food suppliers and 45,000 restaurants, cafes, hotels and other foodservice venues.

Fundamental to our culture is the belief that our people are everything. We are purposefully building our culture alongside our business to make Fresho a fun, positive and inclusive place to work for our dynamic team of Freshonauts.

Fresho has raised over $45m to date and processes almost $400m monthly through the platform with 750,000 orders monthly. We are headquartered in Melbourne, Australia with offices in London, United Kingdom and Auckland, New Zealand, and customers in Australia, United Kingdom, United States, Ireland and New Zealand.

About the Role

We’re seeking an Onboarding Associate to join the Fresho ANZ Onboarding Team. In this role, you will facilitate the seamless launch of suppliers onto the Fresho software platform.

If you thrive in a fast-paced, customer-centric environment and enjoy problem solving, this role offers the opportunity to make a significant impact in a growing SaaS business.

You’ll be tech-savvy, skilled at engaging with people from all backgrounds and comfortable working in a high-growth, scale-up environment - you’re ok with navigating some ambiguity and remaining agile.

This role would be ideal for…

- Entry-level candidates with excellent digital literacy and experience in customer-facing roles (hospitality) who are eager to grow their career in SaaS onboarding and implementation.

- Candidates who have already started their journey in SaaS/software onboarding, but are looking for greater career growth

- Those looking to transition into onboarding from other roles/experiences in SaaS-such as customer experience (CX), operations, or sales-and want to build deep expertise in customer delivery and implementation.

While you’ll work with data and problem-solve regularly, your core focus will be on supplier-facing onboarding - it’s not a business analyst or back-office role.

Good to Know

- Salary: The base salary on offer for this role will be between $65,000–$75,000 dependent on experience and skills (plus superannuation and ESOP)

- Location: This role is based at our beautiful Melbourne HQ in Central House, South Melbourne. During the initial training period (~6–8 weeks), you'll be office-based to set you up for success. Once you are up and running, transition to a hybrid model with the flexibility to work from home 1–2 days per week when not needed in-person

- Travel/On-Site Work: Some local Melbourne, domestic, and possibly international (i.e. NZ), travel is required to support suppliers on-site during their Fresho launch - a chance to see your work in action and build real relationships. Travel cadence and duration varies depending on the project - some months may involve no travel, while others could require being onsite a few weeks in the month. Onsite dates are usually planned in advance with good lead time.

- Hours: This role requires someone with ongoing schedule flexibility. There is work outside of core business hours to support internal collaboration with global teams and align with supplier schedules. In the industries we service, hours can include early mornings, late evenings, or on occasion - weekends and overnight support, depending on the project and schedule. You’ll see firsthand how your work transforms businesses and lives, build relationships with passionate suppliers, and truly immerse yourself in the industry. It’s fast-paced, energising, and deeply rewarding

- Training & Onboarding: You’ll be fully supported during your onboarding, with guidance from our experienced Melbourne team to get you set up for success.

A glimpse into the week of a Fresho Onboarding Associate

No two days are quite the same, but here is a high level glimpse into what a week could look like…….

- Start your morning reviewing your onboarding pipeline - checking in with suppliers, answering launch-day questions, rescheduling a training, or nudging along a delayed data file.

- A new supplier lands in your queue - just handed over from Sales. You dive into scoping: aligning with internal teams, mapping out timelines, and ensuring resourcing and priorities are set for success.

- By midweek, you’re onsite at a supplier’s warehouse for a planned launch - helping set up accounting integrations, resolving real-time hiccups, and delivering face-to-face training to get them confident on Fresho.

- Back online, you’re running a remote training session with another customer - guiding them through data prep, platform tips, and answering questions to keep their launch moving.

- You’re also sharing feedback with the Product team, collaborating cross-functionally, and practising Radical Candor - giving and receiving constructive feedback that helps each other and our product evolve.

- And of course, you’ll celebrate wins in Slack , grab a free lunch or coffee as part of the perks of our office, and say hi to Norman the golden retriever when he drops by the office.

Responsibilities

Below is a more detailed view of the core tasks and responsibility areas involved in the role.

Customer Relationship Management:

- Serve as the primary contact for customers throughout their implementation journey, ensuring adherence to project timelines, quality standards, and customer satisfaction.

- Guide customers from post-sale handoff to system go-live and transition to business-as-usual operations.

- Cultivate trust and rapport with customers through authentic interactions, ensuring professional and reliable service delivery.

- Serve as a role model within the Onboarding team, championing best practices and fostering a culture of excellence.

Project Management and Solution Integration:

- You will be tasked with managing many projects or implementations at any one time, and to be successful, you will need to communicate effectively, influence stakeholders, and prioritise tasks, in order to drive positive outcomes for Fresho customers.

- Develop comprehensive scoping documents and plans to ensure timely project delivery and seamless solution integration.

- Craft communication plans to educate suppliers on optimal practices, maximising online ordering participation.

- Represent the Onboarding team in internal meetings with Sales, Product, Support, and Marketing to ensure alignment and visibility.

Training and Support:

- Deliver tailored training to supplier teams via virtual sessions or face-to-face during onsite visits.

- Support customers with data preparation, platform configuration, and product adoption to ensure a seamless transition.

- Guide suppliers through the setup and troubleshooting of accounting and operational integrations.

Technical Support and Issue Resolution:

- Respond quickly to technical challenges during onboarding, providing practical solutions or escalating as needed to resolve issues efficiently.

- Stay across platform/product updates and tools to ensure customers always receive accurate and up-to-date guidance.

Collaboration and Product Development:

- Collaborate with cross-functional teams, including marketing and product development, to enhance customer experience and drive product innovation.

- Contribute insights into product development based on user feedback, prioritising enhancements to meet customer needs.

Efficiency Enhancement and Initiative Ownership:

- Drive process efficiencies through innovative ideas and proactive change management initiatives, contributing to the continuous growth of the business.

Team Culture and Internal Impact:

- Be a team player by actively contributing to our internal culture—sharing learnings, supporting and empowering peers, and helping to foster a positive, collaborative environment across local and global teams.

Qualifications, Skills, and Experience

Must-Have Skills

- 1–3 years of relevant experience in client-facing SaaS roles such as onboarding, project management, sales, or similar positions.

- Confident communicator with strong relationship-building skills.

- Excellent time management and ability to juggle multiple priorities.

- Tech-savvy, with experience using tools like Google Workspace, Trello, Slack. You can pick up our product with ease, and the supporting business systems we use.

- A growth mindset with strong problem-solving ability.

- Comfortable working in a high-growth, evolving environment.

It’s a Bonus if You Bring:

- Previous experience working in a fast-paced, busy hospitality environment.

- Experience onboarding or integrating accounting/operations software.

- Project Management training or certifications.

- Previous experience in hospitality, logistics, supply chain, and/or technology.

- Bachelor's degree in Business, Commerce, or a related field.

- Experience in enterprise-level onboarding or working with large-scale clients.

- Prior experience working in a global team environment, liaising with functions and stakeholders across Australia and internationally.

In return we’ll offer

Everything you need to live and work well.

- Employee Share Option Plan so you can share in Fresho’s success

- LinkedIn Learning Subscription with weekly work time dedicated to growing new skills

- Mentoring programme to help you grow and exceed your potential

- Flexible working with hybrid and fully remote teams

- Procaffeinating Wednesdays where the coffee’s on us + in office coffee machines

- Regular socials (with snacks and drinks of course)

- Fresho merch so you can look sharp in our branded swag

- Referral bonuses - invite your friends and get paid for it

- Employee Assistance Program to support your mental health and wellbeing

- CEO Book Club where role related e-books are on us

- Paid time off for fertility treatments and generous parental leave policy

Fresho embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

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