Customer Success & Onboarding Lead
Skills
About This Role
Company Description
At NebXcore, we specialize in transforming operational complexity into streamlined performance.
Since our inception, we've partnered with companies across industries to design and implement operational processes, key performance indicators (KPIs), and team structures that integrate seamlessly with their existing systems.
Our mission is to enhance business efficiency at every level, helping our clients turn strategy into measurable action.
From suppliers to end clients, we digitize each step of the supply chain to ensure complete cargo visibility and control.
Our solutions include route optimization, real-time tracking, security protocols, and seamless transport management, from producer to port and beyond.
This end-to-end visibility reduces friction, minimizes delays, and increases resilience in your logistics network.
Role Overview
The Customer Success & Onboarding Specialist will play a key role in ensuring successful adoption and daily use of digital solutions by external clients.
This role combines customer service, user adoption & product training.
The successful candidate will assist customers with onboarding and mobile app usage, provide day-to-day support and troubleshooting, and collect structured user feedback to help improve the platform.
Customers personas will include drivers, warehouse managers, operational staff, etc., and therefore the ideal candidate should be able to tailor his/her communication style and messages accordingly.
The position requires strong communication skills, a customer-first mindset, and the ability to translate technical concepts into clear guidance for users.
Additionally, the position requires strong people leadership skills as the person in the role will have to supervise / coordinate efforts of 2-3 team members.
• Customer Support & Platform Assistance
- Optimize existing issue management structure and prioritization criteria
- Provide day-to-day customer support for platform users.
- Respond to customer inquiries and support requests in a timely and professional manner.
- Assist customers with platform usage, navigation, and feature understanding.
- Perform basic troubleshooting and guide users through solutions to common issues.
- Escalate technical issues to the development team when necessary.
- Provide practical advice to customers to help them optimize their use of the platform
• Mobile App Training & Customer Onboarding
- Deliver training sessions to new clients on mobile applications and platform solutions.
- Enhance existing training material and periodically identify improvement opportunities.
- Support onboarding by guiding customers through account setup, workflows, and platform functionalities.
- Develop and maintain training materials including:
- User guides
- Training presentations
- Step-by-step onboarding documentation
- Conduct live demonstrations and workshops to ensure customers can effectively use the platform.
- Ensure smooth transition from onboarding to regular platform usage.
• Customer Feedback & Product Improvement
- Collect and consolidate feedback from customers regarding platform usage, issues, and improvement opportunities.
- Identify recurring problems, usability challenges, or feature requests.
- Structure and communicate customer insights to the development and product teams.
- Work closely with the development team to track resolution of reported issues.
- Contribute to continuous product improvement by representing the voice of the customer.
• Platform Adoption & Customer Success
- Monitor customer engagement and adoption of platform features.
- Support customers in maximizing the value they derive from solutions.
- Proactively identify potential user challenges and provide guidance before issues escalate.
- Participate in regular client check-ins to gather feedback and strengthen customer relationships.
Role Requirements
- Bachelor’s degree in Business, Technology, Logistics, or a related field.
- 2–5 years of experience in customer support, customer success, software deployment, or technology training roles, ideally in logistics or freight forwarding
- Experience working with mobile applications, SaaS platforms, or digital tools.
- Strong communication and presentation skills, with the ability to explain technical topics to non-technical users.
- Customer-service mindset with strong problem-solving abilities.
- Experience providing training or onboarding support to external clients is highly desirable.
- Familiarity with logistics, supply chain, or trade platforms is a plus.
Preferred Skills
- Excellent communication and interpersonal skills
- Strong customer orientation and empathy
- Ability to simplify technical concepts for users
- Structured problem-solving approach
- Attention to detail and reliability
- Ability to work cross-functionally with technical teams
- Proactive and solution-oriented mindset
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