Customer Onboarding

**The mission and vision**

We are a team uniting decades of experience in SME-, and digital forwarding, tech, and consulting. We are based in Europe, Hong Kong, Singapore, well-financed by industry experts, and are due to launch our core product in Q1 22.

We are building state-of-the-art products that customers love. Our team focuses on listening, speaking up to improve the status quo, and making everyone on this journey with us realise their full potential.
**What is the opportunity all about?**

As a Customer Onboarding & Service Manager, you take on one of the most critical roles in our team. You are one of the first and most important faces of AGX that our customers see. Working closely with our COO, your mission is to ensure that our customers are well equipped and excited to use our SaaS solution.

As one of the first key people in our Singapore office, you will be responsible for establishing and executing a world-class onboarding and service function. You will work extremely closely with users of our platform and have the freedom to influence how AGX serves our users.

You
- Ensure users understand and love AGX, turning users into promoters and driving retention
- Deliver great service: Solving user issues as they arise in coordination with the wider team
- Reflect on how we are serving users and implement scalable processes
- Support building an operations team

More concretely, the following are among the responsibilities you will take on in your role:

- Act as the key contact for AGX users in Asia
- Work closely with new users to build onboarding plans
- Execute onboarding, incl. training and technical onboarding via tooling
- Respond to user requests and escalate issues to tech team as required
- Reflect on service process to develop internal and external content and processes to reduce touchpoints with AGX and improve service quality
- Attend and process requests on additional services, e.g. insurance, factoring
- Special projects: In a startup, there is always something to be done
- Support building the operations team in Asia in close collaboration with the COO

**Requirements**:

- +3 years experience in client onboarding, -training, or operations in a SaaS/ tech company
- Experience with freight forwarders, especially small
- and medium-sized ones, is a strong plus
- University degree a plus
- Strong analytical skills
- Passionate about working with customers and delivering a great customer experience
- Passionate about serving small
- and medium sized businesses
- Strong willingness to take ownership of solving problems in a fast-paced environment and excitement about establishing pragmatic processes that prevent problems from arising (again)
- Strong english articulation and presentation skills
- Mandarin is a strong plus, other Southeast Asian language is a plus
- Willingness to ‘get your hands dirty’ in fixing pressing user issues while ‘seeing the big picture’ to improve how we operate as a company
- Willingness to learn and use coaching feedback to improve

**Benefits**
- Close customer contact and work with the company COO to establish a world-class ops function
- Be one of the first members in a well-funded company aiming at doing to collaboration and communication in logistics, what the ISO code has done for manufacturing.
- Abundant learning opportunities from day 1
- Ample career development options as we grow our customer base and operations globally
- A team that helps you grow so much you can get any job and so happy you don't want to leave
- Leading the digital transformation of an entire industry and the ability to impact it from within
- Flexibility to work from our “virtual office” or in-person with our young and energetic team
- A workplace guaranteed with equality in gender, race and religion, and cares about employees’ mental health as much as their physical health
- Becoming a team member of a potential industry leader and help pioneer sustainable and green logistics in the SME forwarding sector
- A team that does what they say, says what they do and acts across cultures based on the AGX work manifest
- Attractive remuneration including employee share options for standout talent