Working within the Customer Success MOA team and reporting to the Customer Success Team Leader, you are responsible for providing real-time technical support to clients using our SaaS quality improvement platform. As part of the team, you will be instrumental in ensuring client queries—both internal and external—are addressed promptly, accurately, and effectively. This role works collaboratively with the wider team; you will help foster strong client relationships, support onboarding and training initiatives, and contribute to continuous improvement in service delivery.
Key responsibilities
Providing direct technical support via phone, email, and real-time communication channels
Troubleshooting client technical issues and escalating complex cases where required
Maintaining accurate and detailed records of all client interactions and resolutions
Reinforcing client understanding through follow-up support and guidance
Monitoring unresolved IT tickets and **escalate** concerns as needed
Seek timely resolution of client queries and strive for consistent high levels of client satisfaction
Build capability to resolve issues as a first point of contact
Hold a proactive approach to learning and share knowledge of sector updates and platform changes with team and business as appropriate
About you




Demonstrated experience in customer support or client-facing roles, particularly experience in SaaS or technology-enabled environments
Strong problem-solving and troubleshooting capabilities
Excellent communication skills, with a explicit and confident client-facing approach
Highly organised, detail-oriented, and capable of maintaining accurate documentation
Ability to manage multiple priorities and respond effectively in a fast-paced environment
Collaborative mindset with strong interpersonal skills
Experience in healthcare, aged care, NDIS, or quality improvement sectors
About us
Evaran is a technology Company, purpose built to support the future of care through connected software, data and insight. Formed through the recent coming together of Health Metrics, MOA Benchmarking and CareLineLive. Evaran supports more than 1,100 providers and 170,000 care recipients across 2,100 locations in seven countries, including Australia, New Zealand, the United Kingdom and Europe. At the core of its offering is the Evaran platform, which brings together clinical, operational and governance capabilities across the care journey. With more than 20 years of experience across the group, Evaran is focused on building a more connected and integrated approach to care technology.
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📌 Customer Success Associate (Melbourne)
🏢 HealthMetrics
📍 Melbourne