Customer Software Implementations Associate - Entry-Level

Reports to: Senior Implementations AssociateSalary: $55,000 - $57,500 + ESOP + Additional earning opportunities through team-based incentive programsLocation: Brooklyn, New York, USA (DUMBO office)Work type: HybridPaid Time Off + Perks: 20 PTO days annually + an additional 10 days paid sick leave annually + U.S. public holidays observed by Fresho + other benefits and perks including health insurance contributionsAbout FreshoFresho 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, New York - United States, and Auckland - New Zealand, and customers in Australia, United Kingdom, United States, Ireland and New Zealand.About the Role🚀 Kickstart a Career in Software ImplementationWe’re looking for a Graduate Implementation (Onboarding) Associate to join the Fresho USA Onboarding Team!It’s an exciting time to join Fresho. Since launching in the USA market in 2025, we’ve continued to grow and are welcoming more suppliers onto the platform - which means we’re expanding our Implementations (Onboarding) team to help deliver a great customer experience from day one.In this role, you’ll support the team that helps new suppliers get up and running on Fresho. Working closely with experienced onboarding teammates, you’ll play an important part in creating a smooth, positive experience for customers as they begin using our software.This is a great opportunity for someone at the start of their career who enjoys working with people, learning new technology, and being part of a fast-paced scaling business.You’ll contribute to customer communication, coordination, problem-solving, and launch support, while gaining exposure to how onboarding works within a growing SaaS business.You don’t need prior experience in onboarding or SaaS - we’re looking for transferable skills and previous work experience that makes a great onboarder, a strong work ethic, and a keen willingness to learn.If you’re organised, curious, and eager to learn in a collaborative environment, this role offers the chance to get hands-on experience supporting real customer launches and helping teams deliver great outcomes.Support suppliers using technology that’s not just useful- it’s award-winning. Be part of an award-winning SaaS business shaping the future of wholesale with AI-powered products including Fresho OrderPilot!Good to KnowSalary: $55,000 - $57,500 dependent on experience + ESOP + Additional earning opportunities through team-based incentive programs (such as referrals and customer reviews)Location: Based in our Brooklyn (Dumbo) office. During your initial onboarding (~6–8 weeks), you’ll be primarily office-based to support learning and development. Once ramped, you’ll transition to a hybrid model with flexibility to work from home 1–2 days per week. This role’s core working location is in New York state.Travel / On-Site Work: Some local New York, domestic, and possibly international (i.e. UK), travel is required to support suppliers on-site during their Fresho launch - a chance to see your work in action and build real relationships.Hours: This role requires someone with flexibility to work outside of core business hours to support internal collaboration with global teams and align with suppTraining & Onboarding: You’ll be fully supported during your onboarding, with guidance from our experienced Global team to get you setup for success.A glimpse into the week of a Fresho Onboarding Team MemberNo two days are quite the same, but here is a high level glimpse into what a week could look like…….Start your day reviewing the onboarding pipeline you’re supporting - updating trackers, following up on outstanding tasks, and checking in on supplier progressJoin onboarding calls and training sessions with the Onboarding Team - supporting delivery, follow ups, and helping ensure everything runs smoothlyAssist with preparing supplier data and completing platform setup tasks ahead of upcoming launchesA new supplier is handed over from Sales - you help prepare summaries, organise information, and support the team in getting everything ready for onboardingMidweek, you might join a teammate onsite at a supplier location 🚚 - observing how launches run in real-time, live-training, and assisting where neededBack online, you’re helping coordinate an online training session, stakeholder catch up, scheduling, sending follow-ups, and keeping onboarding activity on track - before wrapping up the day with the team at Soho Works Thursday happy hour 🍸You’re also organising supplier feedback, updating internal systems, and supporting cross-functional collaboration with Product, Sales, and SupportIt's already the end of the month, there have been some great team wins, and you’re wrapping up the month with your US team over coffee, lunch, or a social to celebrate together. 😀ResponsibilitiesOnboarding SupportAssist with supplier onboarding tasks including data preparation, platform configuration and system setupSupport onboarding activities using structured processes, checklists, and onboarding plansHelp ensure onboarding timelines, milestones, and tasks are tracked and kept up to dateCustomer CommunicationSupport communication with suppliers via email, calls, and training sessionsAssist in onboarding sessions by helping customers follow along and answering basic questionsEscalate issues, risks, or delays to senior team members when neededOperational & Administrative SupportMaintain and update onboarding trackers, tools, and internal systemsPrepare supplier summaries and onboarding materialsSupport scheduling, coordination, and internal follow-upsCro ss-Functional SupportAssist in preparing for internal and cross-functional meetingsOrganise supplier and launch feedback into structured formatsCollaborate with Sales, Product, and Support teams to help ensure a smooth onboarding experienceLearning & DevelopmentParticipate in onboarding training and actively build knowledge of Fresho’s platform and processesPractice onboarding tasks under guidance and supervisionContinuously improve through feedback, coaching, hands-on tasks, and internal learning resources and supportQualifications, Skills, and ExperienceWe’re Looking For:1-2 years of previous relevant job experience in a customer-facing, administrative, or operational roleExperience in roles that involve customer-facing customer interaction, coordination, problem-solving, or managing multiple tasks and timelines - such as hospitality, retail, support, software/tech, or adminExcellent communication skills, with confidence engaging with customers and teammatesHighly organised, with good attention to detail, process driven, strong follow-up disciplineComfortable managing multiple tasks and projectsCan demonstrate examples of their proactive, can-do attitude in learning new jobs and skillsComfortable working in a fast-paced, evolving environment that comes with joining a company at this stage of their growthTech-savvy and comfortable using tools like Google Workspace, Slack, Aircall, and a CRM (e.g. Salesforce/HubSpot)Working proficiency and experience in Excel or Google Sheets (e.g. able to manage data, use formulas, and maintain accuracy)Coachable, curious, and quick to learn - including learning Fresho’s product and market, onboarding processes, and adapting as we evolveIt’s a Bonus if You Bring:Experience in foodservice, hospitality, wholesale, logistics, supply chain, or related industriesExposure to SaaS platforms, CRMs, or operational toolsExperience supporting project managementExperience working in a team environment or collaborating across different functionsExperience working with distributed/global teams or stakeholders across regionsFresho Perks and BenefitsEmployee Share Option Plan (ESOP) so you can share in Fresho’s successTime Off that supports balance: 20 PTO days annually + an additional 10 days paid sick leave annually + U.S. public holidays observed by FreshoBenefits: Flexible health coverage with a $600/month tax-free employer contribution toward the plan of your choice, plus a 401(k) plan available for employee contributions, company-funded NY Disability & Paid Family Leave insuranceLinkedIn Learning Subscription with weekly work time dedicated to growing new skillsMentoring program to help you grow and exceed your potentialFlexible working with hybrid TeamsProcaffeinating Wednesdays where the coffee’s on us+ in office coffee machinesWeekly fresh fruit in the officeRegular socials (with snacks and drinks of course!)Fresho merch so you can look sharp in our branded swagReferral bonuses - invite your friends and get paid for it!Employee Assistance Program (EAP) to support your mental health and wellbeingCEO Book Club where role related e-books are on usAdditional earning opportunities through Onboarding team-based incentive programs