Customer Experience Specialist

MealSuite; Sydney; Hybrid; AUD 75,000 - 85,000; Full time

Benefits offered by this job

Unlimited PTO

Health benefits

Hybrid flexibility

Work-life balance

ESOP

Career development

Purpose-driven work

Job summary

MealSuite is expanding its Australian Customer Experience team, seeking a Customer Experience Specialist to support healthcare and senior living customers. You’ll bridge global teams with local clients, helping customers achieve value from onboarding to ongoing success.

Ideal candidates have 2–4+ years in customer-facing roles in B2B SaaS, strong problem-solving skills, and experience with CRM platforms. Hybrid work in Australia is available and valued for collaboration across time zones.

Qualifications

• 2-4+ years in customer-facing roles across at least two areas such as support, success, or onboarding.

Responsibilities

• Serve as primary contact for Australian customers across email, chat, and video with strong CSAT.
• Troubleshoot and resolve product issues with global teams (Support, Product, Engineering).
• Lead end-to-end customer implementations: scoping, configuration, onboarding, training, go-live readiness.

Skills

Customer-facing roles

B2B SaaS

Cross-functional collaboration

CRM platforms

Tools

Salesforce

Planhat

Zendesk

Job description

About MealSuite

MealSuite builds end-to-end foodservice technology for healthcare and senior living organizations. Our mission is to help care teams deliver better dining experiences with less effort. We're a fast-growing team working on meaningful problems that directly impact patient and resident care.

About The Role

We are seeking a Customer Experience Specialist to support our growing customer base in a new market. As an early member of our Australian Customer Experience team, you will work across customer support, implementation, and customer success, helping customers achieve value throughout their journey with MealSuite.

Reporting directly to Customer Experience leadership, you will serve as a key connection between our global teams and Australian customers. This role is ideal for someone who enjoys variety, thrives in a fast-paced environment, and is passionate about delivering exceptional customer experiences.

What You'll Do

• Serve as a primary point of contact for Australian customers, managing support inquiries across email, chat, and video while maintaining strong CSAT and response time performance
• Troubleshoot and resolve product issues, partnering with global Support, Product, and Engineering teams as needed
• Support end-to-end customer implementations, including project scoping, configuration guidance, onboarding, training, and go-live readiness
• Manage customer relationships throughout the lifecycle, helping drive adoption, engagement, retention, and long-term success
• Conduct regular customer check-ins and business reviews, building trusted relationships with stakeholders
• Identify customer risks, surface opportunities for improvement, and contribute to customer retention efforts
• Collaborate with North American Customer Success, Support, and Implementation teams to deliver a consistent customer experience across regions
• Adapt and document processes and playbooks to support the unique needs of the Australian market
• Represent the voice of Australian customers internally by sharing feedback, trends, and market insights

What You Bring

• 2-4+ years of experience in customer-facing roles across at least two of the following areas: customer support, customer success, or implementation/onboarding
• Experience working in a B2B SaaS environment
• Proven ability to manage customer relationships and support onboarding, adoption, and retention outcomes
• Strong problem-solving skills with the ability to troubleshoot technical issues and coordinate cross-functional solutions
• Experience using customer-facing platforms such as Salesforce, Planhat, Zendesk, or similar CRM and CX tools
• Excellent communication skills and the ability to explain technical concepts to non-technical audiences
• Comfortable operating independently and adapting to changing priorities
• Experience working with distributed teams across multiple time zones
• Familiarity with Australian business culture and customer expectations

Why You'll Love Working Here

• Unlimited paid time off – we trust our employees to create balance
• Health benefits – medical, dental, vision, life & disability insurance, and paid parental leave starting day one
• Hybrid flexibility – balance in-person collaboration with remote work
• Work-life balance – 90%+ of employees feel supported by their leaders
• Employee Share Ownership Plan (ESOP) – share in MealSuite's growth
• Career development opportunities – we support your long-term goals
• Purpose-driven work – our mission aligns with the values of 90%+ of employees

Compensation

$75,000.00 - $85,000.00 AUD

Additional Information

We want to ensure that every qualified individual has an equal opportunity to work with us. If you require accommodation during our application process, please contact us at [e-mail].

MealSuite uses AI-assisted tools during parts of the hiring process, including screening and workflow automation. All final hiring decisions are made by people.

This is an active hiring need.