Customer Success & Onboarding Specialist

Be part of something.

Global logistics is one of the most complex operational industries in the world — and most of it still runs on email threads, spreadsheets, and legacy systems.

Yojee is modernising this by building a connected, intelligent ecosystem for companies that move freight through the global supply chain. However powerful technology only becomes valuable when customers understand how to use it in the context of real freight workflows. 

That’s where you come in.

About the Role

As a Customer Success & Onboarding Specialist, you will guide new and  existing customers through their journey with Yojee — ensuring they adopt our platforms confidently, quickly, and in a way that transforms their daily operations.

This is not a call-centre role and not a “ticket-taking” function. This is a hands-on, relationship-driven, workflow-savvy role where your freight forwarding expertise will directly impact customer success, retention, and adoption.

What You’ll Do

Customer Onboarding & Enablement

• Lead customers through the onboarding journey from setup to go-live
• Understand their freight processes and map them to Yojee’s workflows
• Build onboarding plans and run structured sessions
• Help users understand best practices and “what good looks like”
• Configure workflows, user roles, and operational settings where needed
  

Customer Success

• Monitor adoption and engagement
• Proactively identify friction points or misunderstandings
• Drive “time to first value”
• Build strong, trusted relationships with users
• Guide customers through feature understanding and adoption
• Conduct check-ins to ensure the platform is delivering real value
  

Operational Insight & Internal Collaboration

• Use your freight forwarding knowledge to explain how and why processes should flow a certain way
• Help customers align their operational steps with efficient digital workflows
• Provide feedback to product and engineering around customer pain points
• Provide input into customer playbooks, guides, and troubleshooting steps

• Bring customer insights into roadmap discussions

What You’ll Bring (Must-Haves)

Deep freight forwarding or logistics operations experience.

This is non-negotiable. You must understand:

• how freight actually moves
• export/import processes
• milestones, documents, events
• carrier vs forwarder roles
• handovers, exceptions, delays
• operations pressure and workflow realities

Without this, you cannot guide customers successfully.

Other must-haves:

• Strong communication skills
• Ability to run training sessions and guide adults through new systems
• Customer-facing experience
• Ability to simplify complex processes for non-technical users
• High empathy paired with high professionalism
• Comfort working with a fast-evolving product (startup environment)
• Ability to think in workflows rather than isolated tasks
  

 Nice to Have

• Experience in onboarding customers in SaaS platforms
• Exposure to digital freight or logistics software
• Ability to translate between business and product/engineering
• Understanding of customer success metrics
• Experience creating playbooks, guides, or training content
  

🌱 Why You’ll Love Working Here

• You’ll directly help modernise a massive, outdated industry
• You’ll work with people who love logistics AND technology
• You’ll be part of a friendly, tight-knit APAC team
• You’ll see your customers succeed because of your work
• Your freight knowledge becomes your superpower here
• You’ll shape customer experiences across multiple Yojee products
• Our values are simple and human:

Be a good person | Do better today than yesterday | Find the joy in what you do.