Customer Support Agent

Remote Freelance; Queanbeyan-Palerang Regional Council; Hybrid; AUD 52,000 - 75,000; Full time

Job summary

Zanda is hiring a Customer Success Agent to join a fully remote, Australia-based team. You will guide customers from onboarding through long-term success, using AI-powered tools to automate repetitive tasks while applying human empathy and judgment.

We value curiosity, problem-solving and a customer-first mindset as you collaborate with Product, Engineering and Marketing to deliver outstanding support and continuous improvement in a fast-growing healthtech company.

Qualifications

• Experience in customer support, ideally SaaS or software.
• Excellent written and verbal English with clarity, empathy and confidence.
• Ability to investigate issues, ask questions and propose practical solutions.

Responsibilities

• Provide exceptional support via email, phone and video across onboarding, setup and ongoing success.
• Demonstrate product features, guide new customers through onboarding and show value.
• Proactively reach out to customers to improve adoption and retention.
• Investigate customer questions and technical issues, identify root causes and collaborate with Product/Engineering to resolve.
• Support AI-enhanced processes while maintaining human judgment and empathy.

Skills

Customer support

Communication

Problem solving

English proficiency

AI tools

Job description

Customer Support Agent Full-Time | Employee | Remote | Legally entitled to work in Australia

Help Health Professionals Thrive - One Conversation at a Time

At Zanda, we build software that helps health professionals around the world run smoother, more efficient practices so they can focus on what matters most, delivering exceptional care.

Behind every great product is an even better customer experience. That's where you come in.

We're looking for a Customer Success Agent who's naturally curious, enjoys solving problems, and genuinely loves helping people. You'll be the friendly face (and voice) behind our support experience, guiding customers through onboarding, answering questions, investigating issues, and helping practices get the most out of Zanda.

This isn't just a support role. As AI continues to reshape customer service, you'll be working alongside AI-powered tools that help automate repetitive tasks so you can focus on what humans do best, building trust, solving more meaningful problems, and delivering exceptional customer experiences. We're looking for someone who embraces new technology, enjoys learning, and sees AI as a tool that enhances great customer service rather than replacing it.

This is a full-time, permanent employee position, working remotely from Australia. You'll collaborate closely with Product, Engineering, Marketing and Customer Success teams while helping shape how world-class customer support evolves in an AI-enabled environment.

What You’ll Be Doing

Customer Success & Support - Provide exceptional support across email, phone and video, helping customers confidently use Zanda throughout every stage of their journey, from trial and onboarding through to long-term success.

Customer Onboarding & Product Guidance - Run product demonstrations, guide new customers through onboarding, answer product questions, and help practices understand how to get the greatest value from Zanda.

Proactive Customer Success - Reach out to customers at different stages of their journey to offer guidance, strengthen product adoption and help them gain greater value from Zanda.

Problem Solving & Investigation - Investigate customer questions and technical issues, identify root causes, and work collaboratively with Product and Engineering to resolve more complex problems.

Flex across customer support, calls, demonstrations, onboarding, investigations and proactive customer work as priorities change.

AI-Enhanced Customer Support - Work alongside AI-powered support tools by reviewing AI-generated responses, applying your judgement and empathy where it matters most, and continually helping improve how AI supports both customers and the team.

Knowledge Sharing & Continuous Improvement - Identify recurring customer questions, contribute to internal knowledge resources, suggest process improvements, and help make every customer interaction better than the last.

Team Collaboration - Work closely with colleagues across Customer Success and the wider business, sharing knowledge, supporting teammates, and contributing to a positive, high-performing remote culture.

What You’ll Bring

We’re looking for a smart, kind, curious person with:

Customer Support Experience - Experience in customer support, customer success, technical support or another customer-facing role where you've demonstrated strong communication, problem-solving and customer care. Experience in SaaS or software experience is highly regarded but not essential.

Exceptional Communication - Outstanding written and verbal English skills with the ability to explain technical concepts clearly, build trust quickly, and communicate with empathy and confidence.

Problem-Solving Ability - A naturally curious mindset that enjoys investigating issues, asking great questions, and finding practical solutions.

AI & Technology Confidence - Comfort using modern software tools and excited by the opportunity to work alongside AI. You don't need to be an AI expert—we'll teach you but you should be eager to learn and comfortable adapting as technology evolves.

Customer-First Mindset - You genuinely care about creating great customer experiences and know how to balance empathy, efficiency and sound judgement.

Ownership & Initiative - You're proactive, accountable and comfortable working independently in a remote environment while knowing when to collaborate or ask for help.

Team Values - Reliable, positive and collaborative. You build people up, enjoy sharing knowledge, and contribute to a respectful, supportive team culture built on trust, collaboration and mutual success.

Growth Mindset - You actively seek feedback, reflect on it constructively, and are willing to adjust your approach when something can be done better. You enjoy learning new things, and see change as an opportunity rather than a challenge.

Adaptability & Flexibility - You’re comfortable moving between different types of work and adjusting priorities throughout the day, while maintaining quality, momentum and a positive attitude.

Customer Success Mindset - You understand that helping customers adopt the product, realise value and feel supported contributes directly to retention and advocacy.

Nice-to-Haves

Experience supporting customers in a SaaS or technology business.

Experience using AI tools to improve productivity or customer outcomes.

Experience in healthcare, healthtech or another fast-growing technology company.

How We Measure Success

Delivers consistently high-quality customer experiences while meeting expectations for responsiveness, productivity and customer satisfaction.

Helps customers confidently adopt and successfully use Zanda throughout their journey.

Uses sound judgement to investigate issues, resolve problems efficiently, and escalates appropriately when required.

Embraces AI and new technologies to continually improve the quality, consistency and efficiency of customer support.

Contributes ideas that improve processes, knowledge sharing and the overall customer experience.

Demonstrates ownership, accountability and collaboration, contributing positively to both team culture and business success.

Why You’ll Love Working With Us

• Work from Anywhere in Australia

  We’ve been a fully distributed team from the start - no offices, no commute, just great people from all over the world doing meaningful work together.

• Flexibility & Autonomy

  We care about outcomes, not clock-watching. Outside of agreed core hours that align to your role, your time is yours - whether that’s doing the school run or squeezing in a midday gym class.

  We encourage our team to take their annual leave, recharge, and come back feeling refreshed and ready to do their best work!

• High Trust, Results Driven

  We strip away red tape so you can focus on impact. No pointless meetings or rigid hierarchies - just space to move fast, solve problems, and make a difference.

  You’ll be encouraged to experiment, stretch your skills, and bring YOUR bold ideas to the table. Everyone at Zanda contributes to shaping what’s next.

  You’ll work alongside passionate, curious people who support and cheer each other on - even across time zones. Collaboration is how we win.

  Everything we build helps health professionals spend less time on admin and more time helping patients. Your work will directly improve lives.

  We hire the best people - wherever they are - and we make sure they feel valued and well-rewarded for the work they do.

About Zanda

Zanda is a fast-growing, globally loved practice management platform that helps health professionals run smooth, efficient practices - and spend more time caring for their patients. We’re used by thousands of clinics across Australia, New Zealand, the UK, the US, and Canada, and we’re just getting started.

Our mission is simple: make health practice management easy and enjoyable.

To do that, we need brilliant, passionate people who are excited by innovation, love solving complex problems, and thrive in fast-moving environments.

At Zanda, you’ll join a globally distributed team that’s small enough to move fast and think big - and driven enough to deliver work that makes a real impact. We live our values every day:

Growth: We stretch ourselves, learn constantly, and support each other’s development.

Reliability: We follow through on our commitments and show up for our team and customers.

Impact: Everything we build helps health professionals spend less time on admin and more time helping patients.

Teamwork: We win together - celebrating wins, sharing ideas, and having each other’s backs.

This is an exciting time to join Zanda. We’re self-funded, scaling quickly, and building something that truly changes lives. If you’re ready to grow your career while making a meaningful difference - we’d love to hear from you.

Zanda collects and processes your personal data for the purposes of managing employment candidate application and recruitment-related activities as well as for organisational planning purposes, for further detail, please refer to the Zanda Health Privacy Policy. Zanda is an equal opportunity employer and welcomes applicants from all backgrounds, experiences, and identities.