Customer Support Specialist

About Attain Healthtech Group & Mable

Attain Healthtech Group comprises entities like HomeMade, Mable, Leap in!, and Mable Direct, all dedicated to creating lasting positive change in the care and support sector through technology. Mable is a premier Australian healthtech platform, recognized for its growth and impact, facilitating millions of hours of support for individuals seeking independent care workers.

About the Role

As a Customer Support Specialist, you will be central to Mable's platform, providing comprehensive support to all user types. Your role will involve resolving issues, ensuring seamless user experiences, and fostering customer engagement and loyalty. You will be the go-to resource for problem-solving, educating users, and advocating for their needs, playing a vital part in driving customer satisfaction and retention.

Key Responsibilities:

• Assist the Mable community in a high-volume inbound call center environment, supporting additional channels as needed.
• Demonstrate excellent interpersonal skills with an empathetic and compassionate approach.
• Identify opportunities to enhance customer satisfaction and resolve issues, escalating when necessary.
• Provide information, advice, guidance, and support to help users achieve their goals via the platform.
• Proactively educate users on maximizing their Mable experience based on individual needs.
• Advocate for customers to ensure their needs are met and inquiries are resolved.
• Provide insights and feedback to broader business teams for process and platform improvements.
• Deliver standard service excellence in line with company conduct and values.
• Adhere to team processes, procedures, and maintain accurate records in Salesforce.
• Meet individual and team KPIs, and undertake other duties as required.

Skills, Knowledge, and Experience

• A passion for delivering world-class customer service and driving positive outcomes.
• 2-3 years of experience in customer support, ideally in health tech, NDIS, or aged care.
• Strong communication, listening, and problem-solving skills.
• Familiarity with NDIS policies and working with vulnerable populations with empathy and care (desirable).
• Comfortable in fast-paced, high-volume environments.
• Experience with Salesforce or similar CRMs, and a willingness to learn new systems.
• A team player who is adaptable, resilient, and brings energy, curiosity, and integrity.

Our Values

• Switched On: Listen, learn, engage, and act on insights.
• Bold: Embrace creativity, solve challenges, reshape the industry.
• One: Foster a positive environment, welcome diversity, collaborate effectively.
• Impactful: Deliver change, innovate, and move fast to make a difference.

Values Shared as Part of Attain Healthtech

• Break New Ground: Simplify care with creativity and bold ideas.
• Make It Matter: Put people at the center and create impactful improvements.
• Own The Outcome: Aim high, deliver excellence, and drive lasting results.

Our Benefits

• Career Development: Learn from industry experts and experienced leaders.
• Parental Leave: 14 weeks paid for primary carers, 6 weeks for secondary carers (plus superannuation).
• Work Flexibility: Hybrid workplace balancing office and remote work.
• Flexi Leave Days: One extra paid leave day per quarter.
• Floating Public Holiday: Acknowledge significant days your way.
• Rewards & Recognition: Program to celebrate wins and performance.

Diversity & Inclusion

Mable celebrates diversity and welcomes all individuals. Aboriginal and Torres Strait Islander people are encouraged to apply. We encourage candidates who may not meet every listed qualification to apply, as diverse experiences are valued.