Customer Support & Onboarding Coordinator

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 fastest-growing private software company in the US on the Inc. 5000 and amongst the top 10 fastest-growing 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 data-driven 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 customer-focused Customer Suport and Onboarding Coordinator to join our team. This dual-role position is designed for someone passionate about helping customers succeed, providing excellent support, and ensuring a smooth onboarding experience.
The ideal candidate will serve as the first point of contact for customer inquiries while also playing a key role in educating and training new customers to achieve their goals with our product or service.

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 self-service 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 in-person) 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 follow-ups to address any
roadblocks.

Qualifications & Experience

- Excellent communication skills, both written and verbal.
- Strong problem-solving skills and a proactive attitude.
- Ability to explain technical concepts to non-technical 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.