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AlayaCare is a fast-growing SaaS scale-up transforming aged and disability care across Australia, Canada, the US and beyond. The company's platform helps care providers deliver exceptional service in homes, communities, and residential settings.
As an Application Support Specialist (Customer Experience Specialist), you'll report to the Customer Experience Manager and support customers using AlayaCare's Community Home Care product. You'll be based hybrid from one of five Australian offices (Sydney, Melbourne, Brisbane, Adelaide, or Perth) with 2 days in-office and 3 days working from home.
Key responsibilities include:
- Managing customer support queues in Zendesk: investigating, troubleshooting, and resolving complex software issues
- Connecting with customers via phone and Zoom to understand their needs, demonstrate solutions, and build platform confidence
- Guiding customers on configuration, process questions, and best practices aligned with industry and legislative changes
- Collaborating with Customer Success, Product, QA, and Engineering teams to manage escalations and monitor customer health
- Contributing to continuous improvement through Zendesk documentation, training recommendations, and product enhancement suggestions
- Participating in support rotation duties including Triage, Release Jockey, and Incident Manager roles
- Leveraging AI-powered tools to accelerate troubleshooting and identify issue patterns
You bring 2+ years of software support experience, ideally in SaaS. You're customer-focused, build strong relationships, and excel at meeting customer needs. You're proficient with Zendesk, JIRA, Slack, and Zoom. You have strong analytical and problem-solving skills, communicate clearly in writing and verbally, and can handle challenging conversations. You're a proactive self-starter who prioritizes competing requests, takes ownership, and flags risks early. You actively invest in your development and stay current with product changes and industry trends.
Bonus experience includes familiarity with AlayaCare products or knowledge of the aged/disability care sector.
Compensation and benefits include competitive salary plus company stock (RSUs), 5 wellness days per year, $1,000 annual flexible benefits package, 22 weeks company-paid parental leave, 2 days company-paid volunteer leave, team lunches and events, and a collaborative, inclusive culture.
