🛠 Tech Stack

💼 About This Role

You'll join AlayaCare's customer experience team to troubleshoot complex issues for our disability care SaaS platform, guiding clients to maximize value through clear communication and proactive support. You'll leverage AI-powered tools to enhance troubleshooting and improve the overall support experience.

🎯 What You'll Do

• Manage customer requests in Zendesk, investigating and resolving complex issues
• Connect with customers via phone and Zoom to troubleshoot and demo solutions
• Guide customers on configuration and process aligned with best practices
• Collaborate with Product, QA, and Engineering on escalations and improvements
• Contribute to support rotation for Triage, Release Jockey, Incident Manager

📋 Requirements

• 2+ years experience in software support, ideally 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 or Nightingale products
• Knowledge of aged or disability care sector

🎁 Benefits & Perks

• 🏡 Hybrid working: 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: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Technical Interview· 45 min
3. 3Hiring Manager Interview· 45 min

[email protected]