Customer Support Specialist

About the Organisation

HomeMade, Mable, Leap In! and Mable Direct operate as part of the Attain Healthtech Group. Although each business serves a different purpose, they are united by a shared aim: improving care and support, using technology to enable better service, and helping customers achieve stronger outcomes.

This role sits within the Mable team.

About Mable

Mable is a fast-growing Australian healthtech platform that connects people with disability and older Australians to independent support workers they choose, on arrangements that suit them. Since 2014, the platform has supported more than 25 million hours of care and support, and the business has been recognised among Australia’s leading growth and technology companies.

Joining Mable means becoming part of a dynamic, high-performance team contributing to meaningful change in the care and support sector.

About the Role

As a Customer Support Specialist, you will be a key contact point for the Mable community. You will help users navigate the platform, resolve issues, share guidance, and create positive experiences across every interaction. The role involves working in a busy inbound call-centre setting and supporting other communication channels when needed.

Key Responsibilities

• Support the Mable community in a high-volume inbound call-centre environment, along with other channels as required.
• Use strong empathy and interpersonal skills when dealing with customers.
• Spot opportunities to improve satisfaction, resolve issues where possible, and escalate when necessary.
• Offer information, advice, and practical guidance that helps users achieve their goals through the platform.
• Educate users on how to get the best value from Mable based on their specific needs.
• Represent the customer’s voice and help ensure their concerns are properly addressed.
• Share observations and feedback with wider teams to support improvements in processes and the platform.
• Deliver service in line with the company code of conduct and values.
• Follow team procedures and maintain accurate records in Salesforce.
• Work toward individual and team KPIs and take on additional duties as needed.

Requirements

• Genuine enthusiasm for delivering excellent customer service and achieving strong outcomes.
• 2 to 3 years of experience in customer support, preferably in health tech, NDIS, or aged care.
• Excellent communication, active listening, and problem-solving abilities.
• A naturally people-focused approach, with empathy and care in customer interactions.
• Comfort working in fast-paced, high-volume environments.
• Experience using Salesforce or a similar CRM system, with confidence learning new tools.
• Flexible, resilient, collaborative, and driven by curiosity, integrity, and energy.
• Familiarity with NDIS policies and experience supporting vulnerable people is preferred but not essential.

Company Values

The team is guided by four core principles: staying switched on by listening and learning, being bold with ideas and problem-solving, working as one through collaboration and inclusion, and creating meaningful impact through fast, effective action.

As part of Attain Healthtech, the wider values include breaking new ground with creative thinking, making a real difference for people, and owning outcomes with a focus on excellence and lasting results.

Benefits

• Opportunities to learn from industry experts, experienced leaders, and hands-on work.
• Paid parental leave: 14 weeks for primary carers and 6 weeks for secondary carers, plus superannuation.
• Hybrid working arrangement combining office time with remote work.
• One additional paid flexi leave day each quarter.
• Ability to take a floating public holiday to recognise a meaningful day in your own way.
• Reward and recognition program to celebrate achievements and strong performance.

Equal Opportunity

The organisation welcomes applicants from all backgrounds, including people of different family responsibilities, ethnicities, faiths, sexual orientations, and gender identities. Aboriginal and Torres Strait Islander people are encouraged to apply.

Applicants are also encouraged to apply even if they do not meet every requirement, as diverse experience and perspective are valued.