About

• 🗓️ Full-time | Permanent
• 📍 Preferred locations: Perth, Adelaide, Brisbane (Open to Sydney & Melbourne for candidates with industry experience)
• 🏡 Hybrid working: 2 days in office, 3 days WFH
• Does a competitive salary package with company stock, five wellness days per year, a flexible benefits package of $1000 per year, and a fantastic team culture spark your interest?
• 👋 Meet AlayaCare! We’re a fast-growing SaaS scale-up on a mission to transform aged and disability care across Australia, Canada, the US and beyond. Our platform helps care providers deliver exceptional service in homes, communities, and residential settings.
• We’re big on Tech with Purpose and passionate about improving lives - all while having a little fun along the way (we’ve been known to enjoy a team lunch or three).

The Role

• We’re on the lookout for an Application Support (known internally as Customer Experience) Specialist who’s ready to bring their solid interpersonal skills & SaaS support experience to the to the table. Reporting to the Customer Experience Manager (HomeCare), you'll interact directly with our partners and work with a high performing team to solve complex issues & deliver outstanding customer service to our clients across the region.

Your days will involve

• Managing a queue of requests through Zendesk, including troubleshooting and solving complex customer requests, and presenting action plans and recommendations to users to resolve their issues
• Connecting with customers over the phone (Zoom meeting as required) to discuss and troubleshoot concerns or questions they have regarding the platform
• Providing guidance to customers on configuration and process questions which aligns with our best practices
• Monitoring customer escalations and health, including at times meeting with cross-functional internal teams or key stakeholders from the organization to resolve ongoing issues
• Liaising with the Customer Success, CRM’s, Product, QA, and Engineering Teams throughout the support process
• Provide inputs that will be used to inform the product development and improvement priorities
• Being a part of the support rotation (from time to time) for “After Hours On Call”, “Triage” “Release Jockey”, “Incident Manager” and “Shift/Public Holiday Coverage”
• Providing recommendations to improve our customers’ experience and overall health including recommendations for customer training.
• Writing Zendesk guides and tips where relevant

You’ll thrive in this role if you have

• A minimum of 2 years of experience in cloud software support
• Intermediate knowledge and working experience with the following applications or similar: Microsoft Office, Zendesk, JIRA, Slack, Video Conferencing Platforms (e.g. Zoom)
• Great customer focus skills – the ability to build & maintain relationships with our customers is important to us!
• Are a proactive self-starter and feel comfortable being accountable for a queue of tickets, working to SLA’s & communicating issues to management as required
• Great analytical & problem-solving skills
• Great interpersonal & communication skills
• A proactive self-starting nature & enjoy thinking outside of the box to solve complex problems and are comfortable in challenging the status quo.

Bonus points if you

• Have previous experience with AlayaCare/Procura or similar products
• Have knowledge of the aged care or disability care sector.

We believe great work should be rewarded. Here’s how we show our appreciation

• 🏡Choose your own 2 days/week in office, 3 days WFH
• 💰 Competitive salary + company stock (RSUs)
• 🧘 5 Wellness days per year
• 💳 $1,000/year flexible benefits package
• 👶 22 weeks company-paid parental leave
• 🧡 2 days company-paid volunteer leave to support causes you care about
• 🍕 Team lunches, events & wellness activities
• 🤝 A genuinely open, inclusive, and collaborative culture
• 💡 A chance to do purposeful work in the fast-paced tech sector, whilst making real impact in the care space.
• Belonging matters.
• We’re committed to building an organisation that reflects the communities we serve. Diversity, equity, inclusion, and accessibility aren’t just buzzwords here, they’re woven into everything we do.
• Need adjustments to participate in the recruitment process? We’ve got you. Just reach out to our HR team: hr-anz@alayacare.com. We do not accept unsolicited CVs from Recruitment Agencies.