Full Time Posted 1 month ago

Closes: October 7, 2026

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JOB DETAILS

Requirements

Bring 2+ years’ experience in software support, ideally in SaaS
Are known for your advanced customer focus and ability to build strong relationships and meet customer needs
Are comfortable working with tools like Zendesk, JIRA, Slack, Zoom
Have strong analytical and problem-solving skills – you ask the right questions, get to the root cause quickly and enjoy thinking outside the box
Communicate clearly and confidently in plain English, both in writing and verbally, including in challenging conversations
Are a proactive self-starter who can prioritise competing requests under pressure, take ownership of your work and flag risks early
Actively invest in your own development, keeping up to date with product changes and industry trends

Responsibilities

Managing a queue of customer requests for our home care software product in Zendesk: investigating, troubleshooting & resolving complex issues, sharing clear action plans & recommendations
Connecting with customers via phone and Zoom to unpack their questions, demo solutions and build their confidence using the platform
Guiding customers on configuration and process questions that align with best practices and current industry/legislative changes
Collaborating with Customer Success, Product, QA and Engineering to manage escalations, monitor customer health and resolve ongoing issues
Contributing to continuous improvement – from writing Zendesk guides and tips, to recommending training and product enhancements
Being part of the support rotation for Triage, Release Jockey & Incident Manager
Leaning into AI-powered tools to speed up troubleshooting, spot patterns in issues and deliver an even better, more proactive support experience

Desired Qualifications