About you
- 25 years experience in customer support, engineering, product management, account management, or project/project-operations roles.
- Background in Australian B2B or Enterprise SaaS is advantageous.
- Experience troubleshooting complex issues and supporting SaaS products, and working closely with product, engineering, and customer success teams.
- Strong focus on customer value and impact.
- Confident, empathetic and clear communicator able to work with a diverse range of users and articulate well-defined problems internally.
- High-agency mindset you operate effectively in fast-changing environments without close supervision.
- Comfortable analysing patterns in customer issues, spotting trends, and improving workflows to reduce friction.
The role
Reporting to the Support Operations Lead, you'll be a core part of our frontline operations, ensuring customers receive fast, accurate, and high-quality support across our workforce compliance product suite. Your work directly shapes customer experience, product quality, and the efficiency of our support engine.
- Diagnose issues quickly, manage a steady flow of tickets, and deliver clear, concise resolutions that maintain a consistently strong customer experience.
- Triage, prioritise, and tag tickets to ensure the right work flows to the right teams while keeping the queue organised.
- Identify recurring issues and patterns, surfacing trends and product gaps to product and engineering with well-structured problem definitions.
- Improve support workflows by refining templates, our knowledgebase, and internal processes to boost quality and team efficiency.
What's it like to work here
- High Performance Meets Real Care: We're ambitious, growth-focused, and laser-focused on solving meaningful problems, but we always have each other's backs. No egos, just genuine teamwork.
- Radical Transparency & Accountability: We operate with extreme clarity and ownership. You'll thrive here if you're hungry to learn from failures and grow fast.
- Fast-Paced & Impact-Driven: Forget rigid structuresour agility drives innovation. You'll tackle big challenges and see the real-world impact of your work every day.
About us
We're a fast-growing, profitable B2B SaaS startup (2x AFR Fast 100).
We believe vulnerable people deserve a safe and great experience.
This inspires us to build great products for the Care Economy.
Which has led to our solutions being used by leading hospitals and over 50% Australian Aged Care.
Our modern, AI-centered software help these organisations:
- Be confident their Extended Workforce is compliant
- Ensure only Compliant people are on-site around vulnerable people
- Help them deliver a great experience by collecting and analysing resident feedback to meet Aged Care Standards (e.g NQIP)
