We’re hiring an Customer Experience Specialist (SaaS)

• 🗓️ Full-time | Permanent
• 📍 Preferred locations: Brisbane, Adelaide or Perth
• 🏡 Hybrid working: 2 days in office, 3 days WFH

Does a competitive salary package with company stock, five wellness days per year, a flexible benefits package of $1,000 per year, and a fantastic team culture spark your interest?

👋 Meet AlayaCare! We’re a fast-growing SaaS scale-up on a mission to transform aged and disability care across Australia, Canada, the US and beyond. Our platform helps care providers deliver exceptional service in homes, communities, and residential settings.

We’re big on Tech with Purpose and passionate about improving lives while building strong software, strong teams, and better outcomes for customers.

The Role:

We’re on the lookout for a Customer Experience Specialist who’s ready to bring their curious, customer-obsessed problem-solving energy to the table. Reporting to the Customer Experience Manager, you’ll support customers for our Community Home Care product by troubleshooting complex issues, guiding best-practice use of the platform, and helping them get the most value from our SaaS solutions across the region. This hybrid role will be based in Perth, Adelaide or Brisbane, with two days in the office and three days working from home.

Your days will involve:

• 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

You’ll thrive in this role if you:

• 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.

Bonus points if you:

• Have previous experience with AlayaCare products
• Have knowledge of the aged or disability care sector

We believe great work should be rewarded. Here’s how we show our appreciation:

• 🏡Choose your own 2 days/week in office, 3 days WFH
• 💰 Competitive salary + company stock (RSUs)
• 🧘 5 Wellness days per year
• 💳 $1,000/year flexible benefits package
• 👶 22 weeks company-paid parental leave
• 🧡 2 days company-paid volunteer leave to support causes you care about
• 🍕 Team lunches, events & wellness activities
• 🤝 A genuinely open, inclusive, and collaborative culture
• 💡 A chance to do purposeful work in the fast-paced tech sector, whilst making real impact in the care space.

Belonging matters.

We’re committed to building an organisation that reflects the communities we serve. Diversity, equity, inclusion, and accessibility aren’t just buzzwords here, they’re woven into everything we do.

Need adjustments to participate in the recruitment process? We’ve got you. Just reach out to our HR team: people-anz@alayacare.com. We do not accept unsolicited CVs from Recruitment Agencies.