Team Lead - Customer Onboarding (SaaS) - Australia Relocation Opportunity!

Join to apply for the Team Lead - Customer Onboarding (SaaS) - Australia Relocation Opportunity! role at Fresho

Team Lead - Customer Onboarding (SaaS) - Australia Relocation Opportunity!

Join to apply for the Team Lead - Customer Onboarding (SaaS) - Australia Relocation Opportunity! role at Fresho

This range is provided by Fresho. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

️ Been dreaming of a role that blends leadership and travel in a new country?

Based in the UK but planning a move to Australia - or maybe coming home to Aus? Whether it’s for lifestyle, family, or your next big career move, this could be the opportunity you've been waiting for.

We're open to UK-based applicants who have (or will be eligible to have) Australian working rights. It’s an incredibly exciting time to join the Fresho Onboarding Team, so, check out the details below!

For the full Onboarding Team Lead - ANZ job ad and role responsibilities, hit apply now or head directly to our careers site: https://careers.fresho.com/jobs/6170613-anz-team-lead-customer-onboarding-saas

Pay: $110,000 - $126,000 base salary + super + ESOP + 15% bonus

Reports to: Global Onboarding Director

Work Type: Full Time. Hybrid; 4 days p/w in office, 1 day WFH flex

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

As the Onboarding Team Lead - ANZ, you’ll lead the delivery of Fresho’s customer onboarding across Australia and New Zealand - guiding businesses from signed contract to successful launch and value realisation.

You’ll manage a team of onboarding specialists and play a hands-on role in building efficient processes, delivering great customer experiences, and supporting our growing customer base across multiple markets.

We’re looking for someone who’s already led high-performing teams in a SaaS onboarding or implementation environment - someone who’s confident in scaling delivery, aligning teams to key results, and driving both customer outcomes and internal efficiency.

This is a hybrid leadership role where you’ll not only manage and scale a high-performing team - you’ll also be directly involved in customer launches, training sessions, and on-site support. If you enjoy getting in the weeds, building strong customer relationships, and seeing the impact of your work first-hand (including some travel along the way!), this role offers a rare balance of strategic leadership and rewarding execution.

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 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 candidates with…

• 5-7 years in SaaS onboarding, implementation, or customer delivery
• 4-5 years of experience directly leading onboarding teams (4+ reports including Senior Team Members and other people managers)
• Demonstrated experience in scaling people, processes, and delivery as a company grows
• Strong stakeholder management experience, particularly between sales teams and onboarding teams
• Experience in roles and industries where customer enablement goes beyond digital onboarding - requiring high-touch, service-driven delivery and direct, in-person engagement during the onboarding journey

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 banding for this role is $110,000 - $126,000 (plus superannuation and Manager ESOP). Final offer and placement within the band will depend on evaluation of the candidate’s skills, experience, and overall fit for the role.
• On-Target Earnings (OTE): With a 15% performance-based incentive, the total OTE for this role ranges from $126,500 – $144,900, depending on base salary placement.
• Location: This role is based at our beautiful Melbourne HQ in Central House, South Melbourne. Our Hybrid model sees our team with the flexibility to work from home 1 day per week.
• Travel/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. Travel cadence and duration varies depending on the project - some months may involve no travel, while others could require being onsite a few weeks in the month. Onsite dates are usually planned in advance with good lead time.
• Hours: This role requires someone with ongoing schedule flexibility. In the industries we service, hours can include early mornings, late evenings, or on occasion - weekends and overnight support, depending on the project and schedule. You’ll see firsthand how your work transforms businesses and lives, build relationships with passionate suppliers, and truly immerse yourself in the industry. It’s fast-paced, energising, and deeply rewarding!

What Success Looks Like in This Role

You’ll be successful if you can balance people leadership, process oversight, and cross-functional execution, while still being hands on yourself in implementations, and staying close enough to the day-to-day to influence outcomes in a meaningful way.

• A consistently high-performing team delivering supplier go-lives on time and to quality standards
• Clear ownership of onboarding key results: time-to-value, feature adoption, and satisfaction
• Strong forecast alignment and capacity planning with GTM partners
• Structured product feedback loops and ongoing process improvements
• A trusted voice in ANZ and global onboarding discussions
• Leads by example - rolling up your sleeves to support launches, training sessions, and in-field problem-solving. You drive momentum through hands-on leadership and set the bar for what good launches and onboarders look like!

Qualifications, Skills, and Experience

Must-Have Skills

• 5+ years of hands on experience in SaaS onboarding, implementation, or related functions
• 4-5 years of experience in a team lead or people managerial role, with 4+ direct or indirect reports including senior team members and other people managers
• Proven experience juggling roles that have both team leadership and active project delivery or customer-facing implementation work
• Experience in onboarding roles and customer types where customer enablement goes beyond the digital onboarding - requiring high-touch, service-driven delivery and direct, in-person engagement during the onboarding journey. Experience supporting tech onboarding for customers in operational, service-oriented industries like hospitality, logistics, foodservice, or supply chain
• Confident communicator with strong relationship-building skills
• Excellent time management and ability to juggle multiple priorities
• Tech-savvy, with experience using tools like Google Workspace, Trello, Slack. You can pick up our product with ease, and the supporting business systems we use
• A growth mindset with knack for being resourceful and strong problem-solving skills
• Comfortable working in a high-growth, evolving scale up/start-up environment
• Prior experience working in a global team environment, liaising with functions and stakeholders across Australia and internationally
• Strong project delivery capability, with a strategic view of process scaling
• Skilled in cross-functional collaboration, forecasting, and operations planning
• Data-driven mindset and familiarity with tools like Salesforce and onboarding KPIs
• Excellent communicator with the ability to influence at multiple levels

It’s a Bonus if You Bring:

• Previous experience working in a fast-paced, busy hospitality environment.
• Experience in enterprise-level onboarding or working with large-scale clients.

In return we’ll offer

Everything you need to live and work well.

• Employee Share Option Plan so you can share in Fresho’s success
• LinkedIn Learning Subscription with weekly work time dedicated to growing new skills
• Mentoring programme to help you grow and exceed your potential
• Flexible working with hybrid and fully remote teams
• Procaffeinating Wednesdays where the coffee’s on us + in office coffee machines
• Weekly fresh fruit in the office
• Regular socials (with snacks and drinks of course!)
• Fresho merch so you can look sharp in our branded swag
• Referral bonuses - invite your friends and get paid for it!
• Employee Assistance Program to support your mental health and wellbeing
• CEO Book Club where role related e-books are on us
• Fresho Sponsorship program to support your personal interests outside of work
• Paid time off for fertility treatments and generous parental leave policy

Fresho embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Project Management

• Industries

  IT Services and IT Consulting and Software Development

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