Customer Support & Onboarding Coordinator - Levl Telematics

Banyan Software provides the best permanent home for successful enterprise software companies their employees and customers. We are on a mission to acquire build and grow great enterprise software businesses all over the world that have dominant positions in niche vertical markets. In recent years Banyan was named the #1 fastestgrowing private software company in the US on the Inc. 5000 and amongst the top 10 fastestgrowing companies by the Deloitte Technology Fast 500. Founded in 2016 with a permanent capital base setup to preserve the legacy of founders Banyan focuses on a buy and hold for life strategy for growing software companies that serve specialized vertical markets.

Customer Support & Onboarding Coordinator Levl Telematics Coventry

About Levl Telematics (a Banyan Portfolio Company)

LEVL Telematics is a leader in telematics solutions specialising in datadriven technology for fleet management electric vehicles (EV) and automotive telematics. We empower our clients with insights that optimise fleet performance enhance safety and reduce operational costs.

Job Description

We are seeking a highly motivated and customerfocused Customer Suport and OnboardingCoordinator to join our team. This dualrole position is designed for someone passionate abouthelping customers succeed providing excellent support and ensuring a smooth onboardingexperience.
The ideal candidate will serve as the first point of contact for customer inquiries while also playinga key role in educating and training new customers to achieve their goals with our product orservice.

Responsibilities

Customer Support:
Respond promptly to customer inquiries via email chat phone and other support channels.
Troubleshoot and resolve customer issues escalating complex cases to the appropriate
team as needed.
Maintain accurate records of customer interactions in our CRM or support software.
Identify recurring issues and provide feedback to improve user experience.
Develop and update FAQs help articles and other selfservice resources to empower
customers.

Customer Onboarding & Training:
Guide new customers through the onboarding process ensuring they understand and can
effectively use our product or service.

Conduct personalized training sessions (virtual or inperson) tailored to customer needs.
Create and deliver training materials including videos webinars and user guides.
Act as a proactive resource to customers during the critical onboarding period ensuring
adoption and satisfaction.
Monitor customer progress during onboarding and provide timely followups to address any
roadblocks.

Qualifications & Experience

Excellent communication skills both written and verbal.
Strong problemsolving skills and a proactive attitude.
Ability to explain technical concepts to nontechnical users.
Familiarity with CRM and support tools (e.g. Zendesk Intercom HubSpot) is a plus.
Experience creating training materials or delivering training sessions is an advantage.
Passion for delivering exceptional customer experiences.

Diversity Equity Inclusion & Equal Employment Opportunity at Banyan: Banyan affirms that inequality is detrimental to our Global Teams associates our Operating Companies and the communities we serve. As a collective our goal is to impact lasting change through our actions. Together we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic including race color genetic information creed national origin religion sex affectional or sexual orientation gender identity or expression lawful alien status ancestry age marital status or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit qualifications experience ability and job performance.