Job Description
Customer Support Specialist HYBRID — PERMANENT - FULL TIMESYDNEY / BRISBANE MableSydney, NSW, AU
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HomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us:
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We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care
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We believe in technology as an enabler
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We're driven by helping customers attain better outcomes
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This position is part of the HomeMade team.
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About HomeMade
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HomeMade is an approved aged care provider dedicated to improving its customers' lives by empowering older people to self-manage their service providers with the assistance of our clinical and customer support teams.
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Our transformative technology platform helps thousands of people retain choice and control by allowing them to create unique support plans that meet their specific needs and optimise their funds.
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By working at HomeMade, you can play a crucial role in helping older people maintain their independence and live fulfilling lives in their own homes. You'll be joining a team that is passionate and dedicated to making a meaningful difference in the lives of others.
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To find out more, visit
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About the role
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An exciting opportunity exists to join our team as a Support Specialist, helping people to live the life they want.
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Reporting directly to the Customer Support Team Leader you will be working closely with our Support Partners to deliver a personal, friendly,



high-quality service experience as our customers go through all stages of the HomeMade journey.
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To support our customers and keep operations running smoothly, we require flexibility to work within the hours of Monday to Friday, 7:00am – 7:00pm. Full-time team members work 38 hours per week, with schedules rostered within these operating hours.
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Key Responsibilities
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Support HomeMade customers through proactive and reactive communications via multiple channels
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Manage a high volume of inbound and outbound phone calls and emails (known internally as cases)
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Work closely with the Support Partners to sign up, onboard and deliver ongoing support to Homemade customers.
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Provide high quality customer support, guidance and training to customers to help self-manage their HCP and achieve their goals
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Daily management of customer account documentation, including updating customer profile, accounts and shift notes. Updating systems (Salesforce) and Support Partners
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Follow up on outstanding Customer inquiries, feedback and complaints.
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Recognise unhappy customers and work towards a resolution or elevate where required
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Liaising with our internal accounts team to facilitate swift onboarding of Service Provider, make payments and update Customer accounts
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Engage in regular workshops and team meetings to evaluate current processes and procedures with a viewpoint to continuous improvement
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Proactively work with customers to help get the most out of systems and Service Partners platforms
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Adhere to team processes and procedures and meet individual and team KPI
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Advocate for customers to ensure their needs are met and inquiry resolved
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Assist the Onboarding Management with ad hoc tasks at the discretion of the Senior Manager
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Undertake other duties and responsibilities as required.
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The Key to Your Success
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Bring empathetic and supportive customer service skills to our full range of customers and experiences, including responding to technical enquiries.
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You will be proactive, a critical thinker and a great problem solver
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You are a good listener, problem solver and people person
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You pride yourself and gain great satisfaction in providing amazing customer service
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You care about your customers and will always go the extra mile to get them the best outcomes
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HomeMade is a technology enabled business, therefore we need tech savvy people who love to learn new things and experience troubleshooting
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You need to be confident using Google suite, Salesforce, and cloud-based contact centre software or can demonstrate an ability to pick similar systems up quickly
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Experience in a customer service, sales/account management workplace is
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📌 Customer Support Specialist Hybrid -- Permanent - Full Timesydney / Brisbane (New South Wales)
🏢 Mable
📍 New South Wales