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Customer Support Specialist

splose
Adelaide SA

Quick Apply

Job Details

Full-time
3 days ago

Qualifications

Jira
Management
Slack
Confluence
Organisational skills
SaaS
Communication skills

Full Job Description

About us

splose is the AI-powered practice management platform powering better health care. Trusted by over 25,000+ Allied Health professionals around the world, splose is purpose-built to free clinicians from admin and let them focus on what matters most - helping people. Backed by leading VC funds EVP, Spectrum Equity, and Athletic Ventures we have recently announced a record-breaking $46M Series A raise - the largest Series A of any South Australian SaaS company ever. We’re growing fast and investing in our product, our people, and our global growth.

About you

As our Customer Support Specialist, you will be the first point of contact for our customers, helping them get the most out of our platform every day. You will manage support chats, billing and subscription enquiries, and coordinate data imports for small businesses, all while building strong product knowledge to resolve issues quickly and confidently. Beyond day to day support, you will act as a key link between customers and our internal teams, surfacing trends and insights that help us continuously improve our product and processes.

What you'll do

Act as the first point of contact for customers, delivering timely, accurate, and high quality support across core channels (primarily chat), in line with defined SLAs.
Manage a high volume of customer enquiries, including general support, billing, and subscription queries, ensuring clear resolution and a positive customer experience.
Provide first level technical and account support for the platform, troubleshooting issues efficiently and escalating complex cases where required.
Coordinate and support data imports for small sized businesses (e.g. 1-4 practitioners), including collecting required information, validating data, and ensuring smooth execution.
Develop and maintain strong product knowledge to confidently support customers, resolve issues, and guide best practice usage of the platform.
Communicate clearly and professionally with customers, setting accurate expectations on timelines, outcomes, and platform capabilities.
Apply structured problem solving and triage to determine the appropriate resolution path, balancing speed, accuracy, and customer impact.
Contribute to achieving and exceeding key support metrics, including SLA adherence, resolution times, and customer satisfaction.
Identify recurring issues, customer pain points, and process inefficiencies, and provide actionable feedback to Product, Engineering, and Customer Success teams.
Collaborate closely with internal teams to support issue resolution, improve workflows, and enhance the overall customer experience.
Support the management and resolution of critical issues (e.g. system incidents or high impact cases), ensuring clear communication and minimal disruption to customers.
Contribute to the continuous improvement of support processes, documentation, and internal workflows to increase efficiency and scalability.
Participate in regular team cadences (e.g. huddles, reviews) to share insights, align on priorities, and drive ongoing improvements.

What you'll bring

Minimum of 1 year's experience in a customer support, service, or operations role within a SaaS or technology environment.
Demonstrated experience managing high volume customer interactions (e.g. chat or ticket based support), with the ability to meet SLAs and maintain quality.
Experience handling billing, subscription, or payment related enquiries, with an understanding of common workflows and customer expectations.
Exposure to troubleshooting basic technical issues and providing first level support, with the ability to identify when escalation is required.
Strong ability to work independently in a fast paced environment while contributing effectively within a collaborative team.
Clear and professional communication skills, with the ability to explain solutions, manage expectations, and handle sensitive conversations (e.g. billing concerns) with confidence.
High attention to detail and organisational skills, particularly when managing multiple concurrent tasks and customer interactions.
A solutions focused mindset with the ability to assess issues quickly, think critically, and deliver practical, timely resolutions.
Resilience and adaptability, with the ability to perform effectively in a fast paced, dynamic environment.
A customer centric approach, with a focus on delivering clear, helpful, and efficient support experiences.

Good to haves:

Experience coordinating or supporting operational tasks (e.g. data handling, imports, or process driven workflows).
Experience using customer support and operational tools (e.g. Intercom, Slack, Jira, Confluence).
An understanding of the Allied Health market.

Next Steps:

Only shortlisted candidates will be contacted for an initial screening call by our internal TA team.

Equal Opportunity Employer:

splose is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you need support and adjustments in participating in this process, please let us know!

**We are not accepting recruitment agency submissions for this role.

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