Customer Support Specialist

About the role

Hubfleet is looking for a Customer Support Specialist to be the friendly, knowledgeable voice for its fleet manager, driver and business owner customers across Australia. You will own the inbound support queue, resolve tickets, run onboarding sessions and help improve the knowledge base.

Key responsibilities

• Answer inbound support calls and tickets (phone, email) and resolve Tier 1 issues across the driver mobile app, admin portal and compliance workflows.
• Run onboarding sessions and system set‑ups for new customers, guiding them through account setup and first use.
• Log every interaction with proper details so the whole team has a full picture.
• Identify recurring issues and create help‑centre articles, walkthroughs and short instructional videos.
• Escalate Tier 2/3 issues and bugs to the appropriate teams and follow through to resolution.
• Feed real‑world customer feedback into product development.

Required profile

• Excellent phone manner and written communication – calm, clear and empathetic.
• Genuine problem‑solving instinct; willing to ask questions rather than guess.
• Strong organisational habits – ticket hygiene, follow‑ups and nothing slips.
• 2–3 years of customer support experience (SaaS or tech a plus).
• Interest in transport, logistics or compliance is a bonus.

What we offer

• Hybrid work – split between home and the Fremantle office.
• Direct line to the Founder & CEO and genuine influence on product roadmap.
• Deep product and industry training with a clear 30/60/90‑day onboarding plan.
• Opportunity to join a growing support function in a company solving real safety problems in Australian transport.