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Customer Onboarding Associate
2 weeks ago
**Salary Range**:$65,000-$75,000 Base + Superannuation + ESOP
**Reports to**:Senior Onboarding Associate
**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 it 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**
- ** 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
- ** Trave/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.
- ** 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 cus
