Customer Support Specialist

About the role

Mable is one of Australia's leading and fastest-growing healthtech platforms, connecting people with disability and older Australians with independent support workers. This Customer Support Specialist position is part of the Mable team and sits within the group of companies HomeMade, Mable, Leap in! and Mable Direct. You will support and empower every type of user served by the platform, helping drive customer engagement, build trust and turn users into loyal advocates.

Key responsibilities

• Handle a high volume of inbound calls in a call centre environment, also supporting additional channels as required
• Show excellent interpersonal skills with an empathetic and compassionate approach to customers
• Work towards resolving issues or escalate where required, recognising opportunities to increase customer satisfaction
• Provide information, advice, guidance and support so users can achieve their goals through the platform
• Educate users proactively on how to get the most out of Mable according to their individual needs
• Advocate for customers so their needs are met and inquiries resolved
• Give business teams insights and feedback to support process and platform improvements
• Follow the code of conduct and company values, follow team processes and keep accurate records in Salesforce
• Meet individual and team KPIs and take on other duties as required

Required profile

• 2 to 3 years of experience in customer support, ideally in health tech, NDIS or aged care
• Familiarity with NDIS policies and working with vulnerable populations (desirable)
• Comfortable in fast-paced, high-volume environments
• Team player who is adaptable, resilient and curious

Required skills

• Strong communication, listening and problem-solving skills
• Experience with Salesforce or similar CRMs, and a willingness to learn new systems