Onboarding Specialist (Mandarin speaking) at Matrak

Information Technology and Services, Training, Full-time, East Melbourne, Victoria, Australia melbourne full-time
Posted 18 days ago

We at Matrak believe in making construction better through evolving technology and challenging the status quo of the industry. Construction technology is already making a real and positive impact on the industry, so come on board and see how you can contribute to building a better world!

A bit about us:

We offer a cloud-based materials and progress tracking platform that creates a collaborative network of stakeholders to ensure efficiency, accountability, and clarity across the supply chain of each construction project. As a well-funded, high-growth startup, we are working with many of the largest players locally and internationally and have become an essential tool for subcontractors and contractors alike.

A bit (a lot) about you:

To continuously support our current and new customers on their journey to the whole new world of construction we are on the lookout for an Onboarding Specialist to join our talented and passionate Melbourne-based team. Working closely within the Sales and Service Delivery team you will play a pivotal role in welcoming and onboarding 100’s of customers all over the world onto the Matrak network. In this role, you will lead our customers through the setup phase of projects to ensure smooth and seamless use of our product.

This position requires an ambitious self-starter and someone that has a technical background and can communicate effectively with customers. Ideally, you have experience within a SaaS environment and have been successful in onboarding and training customers remotely for a fast-growing startup environment. You are the key to successful and long-lasting relationships with our customers and have the technical know-how, communication skills, and understanding of the Saas world to ensure Matrak's ongoing growth.

In your role, you will be:

  • Delivering software training to new customers
  • Onboarding any assigned customers and report on the progress of those assigned customers
  • Liaising with the Service Delivery (SD) team to scope and load interactive drawing takeoffs
  • Providing first level customer support in the local time zone to all customers interacting with the product via our Chatbot, email, or other support channels
  • The “go-to” adviser for our clients during their product onboarding
  • Working closely with our Marketing team to deliver insights into how we should communicate with prospective customers
  • Support the Sales team with admin, customer requests, and setting up training.
  • Support the CSM’s to account manage our customer's premier key stakeholders to obtain the most value out of the product


Construction industry experience isn't a must-have to join our team (it'd be a bonus though!), but you will need:

  • 2-3 years of experience in a similar similar onboarding, or support role (Saas, construction, start-up, technology, customer-facing technical support)
  • Fundamental understanding of how to set up and configure complex accounts, and train the customer on how to use the platform at a basic, intermediate or advanced level
  • Fluency in English and Mandarin Chinese
  • Technical understanding of SaaS platforms
  • Exceptional communication skills (oral and written) coupled with excellent listening skills and a positive and energetic phone presence
  • Ability to multitask, prioritise and manage time effectively
  • Ability to work independently as well as part of a team in a fast-paced environment
  • Adept computer skills including proficiency with MS Office, Google (G:Suite), remote-based collaboration tools
  • Experience with Hubspot CRM (preferred)

Most importantly, we expect everyone at Matrak to have (and use!):

🧠 Common sense

💡 Intellectual honesty - this looks like:

  • Looking at challenges as opportunities
  • Being willing to acknowledge and question your own assumptions and biases
  • Experimenting, learning, and iterating
  • Seeing more value in learning than in being right

⚡️ Passion - whether you're passionate about an aspect of your work, or can talk for hours about why a hotdog is a burger and not a sandwich, this one's a non-negotiable


What’s in it for you:

For a startup, we offer a competitive salary package including share options and real opportunities for career progression. We offer flexible working arrangements (for real), and encourage people returning to work to apply. Our hiring decisions are based on the principles of merit and fairness, not your background, identity, gender, or any other factor that isn’t related to your ability to do the job. In terms of leave and other benefits, we offer Birthday, Cultural + Ceremonial Leave, public holiday substitution, paid parental leave, and a bunch of other 'perks' (like pets being included as family members for sick + compassionate leave).

Our values:

We're passionate about creating an environment where everyone can bring their whole self to work. Our core values guide our culture, so if you can embrace Courage, Owning It, Honesty, Fun, Equality and Empathy, you'll fit right in.

⭐️ Please note: applications via our careers page are preferred ⭐️