🛠 Tech Stack

💼 About This Role

You'll troubleshoot complex issues for a SaaS disability care platform at a fast-growing scale-up. Your work directly helps care providers deliver exceptional service. You'll also contribute to continuous improvement by writing guides and recommending product enhancements.

🎯 What You'll Do

• Manage customer request queue in Zendesk, troubleshooting and resolving issues
• Connect with customers via phone and Zoom to demo solutions
• Guide customers on configuration and best practices
• Collaborate with Customer Success, Product, QA and Engineering on escalations
• Contribute to improvement by writing Zendesk guides and tips

📋 Requirements

• 2+ years' experience in software support, ideally in SaaS
• Advanced customer focus and relationship-building skills
• Comfortable with tools like Zendesk, JIRA, Slack, Zoom
• Strong analytical and problem-solving skills

✨ Nice to Have

• Previous experience with AlayaCare/Nightingale products
• Knowledge of aged or disability care sector

🎁 Benefits & Perks

• 🏠 Hybrid: 2 days 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

📨 Hiring Process

Estimated timeline: 2-3 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical Assessment· 60 min

[email protected]