What is Tribal Habits?

Tribal Habits is an Australian-built learning platform used by organisations across Australia and New Zealand. Our platform combines a course authoring tool, a learning management system, and a library of 500+ editable training modules into a single product – designed for real organisations, not just L&D; teams. We are a bootstrapped, profitable SaaS business with hundreds of subscribing organisations and a small, close-knit team spread across Australia. We build things properly, document what we do, and care about getting it right. Everyone here owns their domain and contributes directly to outcomes. We are eight years old and well into our growth phase.

Why is this role available?

We recently hired for this role and already need another. We are growing, and our support function needs to grow with us. This is a permanent, full-time role for someone who wants to be genuinely embedded in a small SaaS team – not processing tickets in a queue, but building real relationships with customers and helping them get real outcomes from the platform.

What is the role?

This is a customer-facing implementation and support role. You will help new organisations get up and running on Tribal Habits, provide ongoing support to platform administrators, maintain our knowledge base, and contribute to product development through the feedback you gather. The right person for this role sits across two things: they understand learning and development well enough to give organisations useful, practical advice – and they are technically confident enough to troubleshoot software problems, navigate a complex platform, and explain it clearly to people who are not technical at all.

If you are an L&D; professional who finds software genuinely interesting, or a SaaS support specialist who finds learning design genuinely interesting, this role is built for you. If you are an L&D; professional who merely tolerates software, it’s probably not.

What will you be responsible for?

Customer implementation (40%) When a recent organisation signs up, you are their guide through the onboarding process. That means setting up their portal, running virtual training sessions, helping with data migration, answering questions, and making sure they avoid the common mistakes. Implementation typically runs across two months per organisation, and you will manage multiple at once.

You will maintain accurate customer records and handover notes. The process is well-documented – your job is to run it well and improve it where you see a better way.

Daily customer support (30%)

Existing administrators access support via chat within the platform. You will be their first point of contact for questions, troubleshooting, feature guidance, and the occasional bug.



Response quality matters more to us than response volume. We would rather send one thorough, accurate answer than three quick ones that send someone in circles.

Knowledge base maintenance (20%)

We release new features frequently – roughly weekly. Every release potentially means new or updated support articles, and sometimes new training content within the platform itself. You will own that process: reviewing releases, identifying what needs updating, writing clearly for a non-technical audience, and keeping the knowledge base genuinely useful rather than just complete.

Product contribution (10%)

You will be closer to customer feedback than almost anyone on the team. We take that seriously. You will be expected to identify patterns, flag issues, and contribute ideas – not just pass them on.

What experience are we looking for?

You need at least 3–5 years of experience in one of these two areas – and genuine competence in the other:

- A SaaS support background, ideally with an LMS, HRIS, or comparably complex platform. You understand how systems work, how to troubleshoot methodically, and how to bring customers along with you when something goes wrong.
- An L&D; or HR background, with hands-on experience using an LMS or eLearning authoring tool – and genuine technical confidence. Comfortable with data, comfortable with unfamiliar software, comfortable troubleshooting something you have not seen before.

The following will also help:

- Experience with instructional design or eLearning content development
- Experience running webinars or virtual training
- Comfort with data migration or spreadsheet-based data work
- Experience writing support documentation or knowledge base articles
- Experience building community, writing for a customer audience, or creating video content

Regardless of background, you will need to be: A people person.

You ask smart questions, you explain things without jargon, and customers feel more confident after talking to you than before. If customer interaction isn't something you genuinely enjoy, this role is not the right fit.

Technically curious.

You find it satisfying to figure out how something works. When something breaks, your first instinct is to understand why, not to escalate.

A clear writer.

A significant part of this role is written communication – support responses, knowledge base articles,



customer emails. Clear, accurate and professional.

Organised and self-directed.

We are a small team. No one will be managing your daily schedule or checking in on your task list. You need to be the kind of person who stays on top of things without being chased.

Why you will enjoy working here

This is not a role where you log tickets and wait for someone else to fix things. We know our product inside out – we built it – and that means when a customer needs help, we can get them sorted quickly. Most clients come to us in good spirits – they're building something they care about, love the platform and they know we'll come through for them. Our support satisfaction sits above 98%, and a lot of our new business comes from referrals. We have wonderful customers – many of them implementing their first-ever online learning platform – creating their own courses and levelling up their staff training. When you help them well, they let you know.

A small team where everyone is good at their job and the work is varied.

You will work in a team where your opinions on the product are actually heard. We are small enough that a pattern you identify in support can lead to a product change within a sprint cycle.

You will also get:

- Fully remote – work from anywhere in Australia
- Flexible working hours
- Quarterly Recharge Days in addition to standard leave
- A small, capable team with direct access to decision-makers
- Competitive salary aligned to experience

How to apply

Include a cover letter addressing specifically:
1. Why this role interests you and what draws you to working in a small, self-directed SaaS environment rather than a larger organisation.
2. Then answer at least one of the following:
- If you’ve been involved in rolling out a training program or learning platform. Tell us what you did, how you approached it, and the lessons learned from the experience.
- If you’ve worked in a SaaS support or onboarding environment. Tell us about a time something didn’t go to plan or a problem came up you hadn’t seen before. What happened and how did you resolve it?

Applications without a cover letter addressing the above will not be reviewed. A generic cover letter will not be sufficient. Include your CV with relevant experience clearly outlined.

Interviews will be held via Teams. First-round interviews are with the Support Team Lead, Second-round candidates will meet the General Manager. Final-round candidates tba.

References will be required.

You must have the permanent right to live and work in Australia.

We request that recruitment agencies do not contact us about this role. We will only accept applications directly from candidates.

📌 Learning and Development Support (SaaS, LMS) (Brisbane)
🏢 Tribal Habits
📍 Brisbane