About Mable
Mable is one of Australia's leading and fastest-growing healthtech platforms. As a purpose‐driven company, we connect thousands of people with disability or older Australians to independent support workers on terms that suit them. With more than 25 million hours of support facilitated since 2014, we have been recognised on the AFR's Top 100 and Deloitte Tech Fast 50.
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.
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.
Responsibilities
* Assist 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 clarify escalation as required.
* Provide information, advice, guidance, and support to our community, helping users achieve their goals through our platform.
* Proactively educate 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 in line with our code of conduct and company values.
* Adhere to team processes and procedures and maintain accurate record‐keeping in Salesforce.
* Meet individual and team KPIs, and undertake other duties and responsibilities as required.
* Excited about working in a fast‐paced, high‐volume environment, thinking big, and acting with a sense of urgency for customers.
* Champion world‐class customer service and have a passion for providing excellent customer outcomes.
* Good listener, problem‐solver, critical thinker, and people person with strong verbal and written communication skills.
* Care about customers and always go the extra mile to deliver the best outcomes.
* Enjoy using Salesforce or similar CRM systems and are eager to learn new things.
* Love working in a collaborative team that enjoys having fun and supporting each other.
* Exhibit adaptability, resilience, transparency, trustworthiness, passion and a curiosity for learning.
Qualifications
* 2–3 years in a customer support or customer service role, preferably in the health tech, NDIS or aged‐care sectors.
* Familiarity with NDIS policies, procedures and funding models (desirable).
* Demonstrated ability to work with vulnerable populations, showing patience and understanding.
Benefits
* Power your career: learn from industry experts, experienced leaders, and enjoy on‐the‐job opportunities.
* Access parental leave: 14 weeks of paid leave for primary carers and 6 weeks for secondary carers, plus superannuation.
* Work with flexibility: a hybrid workplace balancing time in the office with remote work.
* Flexi Leave Days: an extra paid leave day per quarter for personal well‐being.
* A floating public holiday to acknowledge a significant day your way.
* Be rewarded: celebrate wins and recognise great performance through an accessible reward and recognition program.
* Diversity & inclusion: we celebrate our diversity and welcome all people, regardless of family responsibilities, ethnicity, faith, sexual orientation or gender identity, and encourage Aboriginal and Torres Strait Islander people to apply.
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