Customer Support Specialist

Mable; Sydney; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Learning opportunities

Parental leave 14 weeks

Hybrid workplace

Flexi leave days

Floating public holiday

Rewards program

Diversity and inclusion

Job summary

Mable is looking for a Customer Support Specialist to be at the heart of our platform, assisting a diverse community of users and partners. You will handle a high volume of inquiries, provide clear information, and resolve issues to help users make the most of Mable.

Join a hybrid team that values empathy, efficiency, and continuous learning, with strong Salesforce experience and a pathway to grow within Australia's leading healthtech platform that connects people with support workers.

Qualifications

• 2-3 years of experience in customer support, ideally in health tech, NDIS, or aged care.
• Strong communication, listening, and problem-solving skills; a people person at heart.
• Familiarity with NDIS policies and working with vulnerable populations with empathy and care.
• Comfortable in fast-paced, high-volume environments and quick to learn new systems.

Responsibilities

• Assisting the Mable community in a high volume inbound call centre environment and support across channels.
• Display excellent interpersonal skills with an empathetic and compassionate approach to customers.
• Identify opportunities to increase customer satisfaction and drive resolution or escalation as needed.
• Provide information, guidance, and support to help users achieve their goals on the platform.
• Educate users on getting the most out of Mable based on individual needs.
• Advocate for customers to ensure needs are met and inquiries resolved.
• Share insights with wider teams to support process and platform improvements.
• Maintain service excellence in line with Code of Conduct and company values.
• Record-keeping in Salesforce and achievement of team KPIs.

Skills

Customer support

NDIS knowledge

Salesforce

CRM experience

Tools

Salesforce

Job description

About Mable

HomeMade, Mable, Leap In! And Mable Direct Are Entities Under The Attain Healthtech Group Of Companies. While Our Companies Are Diverse, Three Similarities Bind Us

• We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care
• We believe in technology as an enabler
• We’re driven by helping customers attain better outcomes

This position is part of the Mable team.

Mable is one of Australia's leading and fastest-growing healthtech platforms. As a purpose-driven company, we are where thousands of people with disability and older Australians have connected with independent support workers of their choosing and on terms that suit them.

With more than 25 million hours of support facilitated since 2014, it's no wonder we have been recognised on the AFR's Top 100, Deloitte Tech Fast 50, were previously awarded Australian Growth & Technology Growth Company of the Year.

By working at Mable, you will join a high productivity and dynamic team environment, leading to meaningful change in Australia's care and support sectors.

To find out more, visit https://mable.com.au/

About The Role

As a Customer Support Specialist at Mable, you’ll be at the heart of our platform, supporting and empowering every type of user we serve. Our team is trained across all things Mable, making us the go-to crew for solving problems, creating seamless experiences, and turning everyday interactions into moments of connection. We play a vital role in driving customer engagement, building trust, and turning users into loyal advocates.

Key Responsibilities

• Assisting the Mable community in a high volume inbound call centre environment, also supporting additional channels as required.
• Display excellent interpersonal skills with an empathetic and compassionate approach to customers
• Recognise opportunities to increase customer satisfaction and work towards a resolution or elevate where required
• Provide information, advice, guidance, and support to our community, supporting our users to achieve their goals through our platform
• Proactively educate our users on getting the most out of Mable based on their individual needs.
• Advocate for customers to ensure their needs are met and inquiries resolved.
• Provide broader business teams with insights and feedback to support process and platform improvements
• Deliver standard service excellence that is in line with our code of conduct and company values
• Adhere to team processes and procedures and accurate record-keeping in Salesforce
• Meet individual and team KPIs, and undertake other duties and responsibilities as required

Skills, Knowledge And Experience

• A passion for delivering world-class customer service and driving great outcomes.
• 2 - 3 years of experience in customer support, ideally in health tech, NDIS, or aged care.
• Strong communication, listening, and problem-solving skills - you’re a people person at heart.
• Familiarity with NDIS policies and working with vulnerable populations with empathy and care (desirable)
• Comfortable in fast-paced, high-volume environments - you think big and act fast.
• Experience with Salesforce or similar CRMs, and a love of learning new systems.
• A team player who’s adaptable, resilient, and brings energy, curiosity, and integrity to everything you do.

We’re powered by purpose

We’re Switched On

We know our customers because we listen and want to learn. We engage within the community and the sector and always act on insights.

We’re Bold

We’re ambitious and embrace creativity to solve challenges. We’re here to reshape the industry and back big ideas.

We’re One

We channel our passion into a positive environment. We welcome diversity and collaborate to make the most of our different skills and ways of thinking.

We’re Impactful

We work hard to deliver change. We innovate and move fast to make a difference in the sector and people’s lives.

Values we share as part of Attain Healthtech

Break New Ground

We simplify care with creativity and bold ideas.

Make It Matter

We put people at the centre and create impact that improves lives.

Own The Outcome

We aim high, deliver excellence and drive results that last.

Our Benefits

Power your career

• Learn from industry experts, experienced leaders, and on-the-job opportunities.

Access parental leave

• Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.

Work with flexibility

• We’re a hybrid workplace, balancing time in the office with remote work.

Flexi Leave Days

• Get one extra paid leave day per quarter for what makes you happy.

Take a floating public holiday

• Acknowledge a significant day your way with family and friends.

Be rewarded

• Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program.

We are one

• As an organisation, we celebrate our diversity and welcome all people, regardless of their family responsibilities, ethnicity, faith, sexual orientation, or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply.

If this role has stood out to you but you don’t feel like you ‘tick all the boxes,’ we strongly encourage you to apply nonetheless. We value diversity in experience, and you might just bring something we are looking for to our organisation!

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.