Support Specialist

Mable -

Full Job Description

Mable is an equal opportunity employer. We find excellence in diversity and are committed to creating an inclusive environment for all employees. People with lived experience of disability or personal experience with the aged care system are strongly encouraged to apply.

Our interview processes are inclusive and will accommodate additional needs when required.

A little about us…

Founded in 2014, Mable has become one of Australia’s largest and fastest growing healthtech marketplaces. Our platform is an online community of independent support workers who offer their services directly to people who are seeking aged care or disability support.

We’re thrilled to have been recognised within AFR’s Fast 100 list in 2021, Deloitte’s Tech Fast 50 2021 Awards and we won the Australian Growth & Australian Technology Growth Company of the Year Award 2020! This is an awesome opportunity to join a thriving scale up whose profit for purpose mission is transforming the aged care and disability support sectors.

Mission: We’re redefining support for disability and aged care in Australia by helping people who are aging or living with disability to connect with independent support people in their community.

Watch this – What we do

An exciting opportunity exists to join our team as a Support Specialist, helping people live the life they want.

Reporting directly to the Support Team Lead you will be working closely with our Support Partners to deliver a personal, friendly, high-quality service experience as our customers go through all stages of the HomeMade journey.

Responsibilities

Supporting HomeMade customers through proactive and reactive communications via multiple channels, including inbound and outbound calls and email

Work closely with the Support Partners to sign up, onboard, and deliver ongoing support to Homemade customers.

Provide high-quality customer support, guidance, and training to customers to help self-manage their Homecare Package and achieve their goals

Daily management of customer account documentation, including updating customer profiles and account

Recognise unhappy customers and work towards a resolution or escalate where required

Engage in regular workshops and team meetings to evaluate current processes and procedures with a viewpoint to continuous improvement

Proactively work with customers to help get the most out of systems and Service Partners platforms.

Work closely with our Service Partners to successfully onboard our Customers to their platforms.

Adhere to team processes and procedures and meet individual and team KPIs

Provide education and support tailored to meet the individual needs of all HomeMade customers

What are we looking for?

Bring empathetic and supportive customer service skills to our full range of customers and experiences, including responding to technical enquiries.

You will be proactive, a critical thinker and a great problem solver

You are a good listener, problem solver and people person

You pride yourself and gain great satisfaction in providing amazing customer service

You care about your customers and will always go the extra mile to get them the best outcomes

HomeMade is a technology enabled business, therefore we need tech savvy people who love to learn new things and experience troubleshooting

You need to be confident using Google suite, Salesforce, and cloud-based contact centre software or can demonstrate an ability to pick similar systems up quickly

Experience in a customer service, sales/account management environment is preferred

You enjoy working in a team towards team goals, deadlines and weekly KPIs

You approach work with high-energy, drive and internal motivation in a fast paced and flexible environment

Strong connection to, or interest in building an understanding of the Australian disability and aged care sectors and communities

You exhibit adaptability, resilience, transparency, trustworthiness, passion and innate curiosity.

Life at Mable

uD83CuDFE2 Sydney CBD Office – Two minutes walk from Town Hall Station, we’ve recently taken over an entire floor of the Hilton Hotel building with state-of-the-art facilities and tools you need to get the job done (hello, #scaleup life).

uD83CuDFE0 Hybrid working model – We love to encourage a healthy balance between team collaboration and home/ family commitments.

uD83DuDCB5 Competitive Remuneration – Everyone at Mable contributes to the bigger picture mission so we want you to feel financially rewarded.

❤️‍uD83EuDE79 Wellbeing & Mental health – We offer floating public holidays and access to our Employee Assistance Program (App + counselling).

uD83CuDF82 Time away from our desks to recharge – Enjoy additional days off to celebrate your birthday, support your community by tapping into our ‘volunteer day’ or just have a day to yourself through our ‘wellbeing day’.

✈️ Explore the world – You have the opportunity to work from anywhere in the world for up to 4-weeks each year.

uD83DuDC68uD83CuDFFB‍uD83DuDC69uD83CuDFFB‍uD83DuDC67uD83CuDFFB‍uD83DuDC66uD83CuDFFB Family comes first – Make the most of our Paid Parental Leave – a gender neutral policy for primary (14 weeks + super) and secondary (6 weeks + super) carers.

uD83DuDCAAuD83CuDFFE Stay fit – Discounted gym memberships and classes.

uD83EuDD6A We love to eat – Our pantry and fridges are fully stocked for your convenience.

uD83EuDEF6uD83CuDFFE Diversity & Inclusion – We are constantly empowering our employees and creating a culture of greater inclusion. We are endorsed by Work180 as an accredited employer for women in tech.

uD83CuDFC6 Anniversary Awards – Be rewarded through our recognition program with awesome goodies and rewards to celebrate your successes and tenure at Mable.

uD83DuDC97 Accelerate your career – Be a part of one of Australia’s fastest growing Marketplaces. We are a scale-up tech-co and our people are a huge part of this. We want all of our Mablers to feel supported in their careers and for Mable to be the place where they can grow to their full potential.

Culture within the Mablehood – Our values

All About People – We put our customers at the centre of everything we do.

Better Together – We are stronger, better and faster when we work together.

Challenge Openly – Speak up. Candid discussion helps us make better decisions.

Do The Right Thing, Always – We hold ourselves to the highest standard. What we say and do matters.

CrEate Impact – We are passionate about having an impact.

We are one

We’re endorsed by Work180 which showcases our commitment to our policies, flexible working and inclusion practices for women in tech – visit our page here.

If this role has stood out to you but you don’t feel like you ‘’tick all the boxes’’, we strongly encourage you to apply nonetheless. We value diversity across experience and you might well just bring something to the Mablehood that we are looking for!

We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant.

Where to find us online

Glassdoor – https://bit.ly/3z0K328

YouTube – https://bit.ly/34L7DlP

Instagram – https://bit.ly/3pgAOXk

Facebook – https://bit.ly/3ic6LhQ

LinkedIn – https://bit.ly/3ie6Q4U

Apply Now
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