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Customer Support/Success Agent AU

Customer Support Agent Full-Time | Employee | Remote | Legally entitled to work in Australia
Help Health Professionals Thrive - One Conversation at a Time
At Zanda, we build software that helps health professionals around the world run smoother, more efficient practices so they can focus on what matters most, delivering exceptional care.

Behind every great product is an even better customer experience. That's where you come in.

We're looking for a Customer Success Agent who's naturally curious, enjoys solving problems, and genuinely loves helping people. You'll be the friendly face (and voice) behind our support experience, guiding customers through onboarding, answering questions, investigating issues, and helping practices get the most out of Zanda.

This isn't just a support role. As AI continues to reshape customer service, you'll be working alongside AI-powered tools that help automate repetitive tasks so you can focus on what humans do best, building trust, solving more meaningful problems, and delivering exceptional customer experiences. We're looking for someone who embraces new technology, enjoys learning, and sees AI as a tool that enhances great customer service rather than replacing it.

This is a full-time, permanent employee position, working remotely from Australia. You'll collaborate closely with Product, Engineering, Marketing and Customer Success teams while helping shape how world-class customer support evolves in an AI-enabled environment.

What You’ll Be Doing

Customer Success & Support - Provide exceptional support across email, phone and video,



helping customers confidently use Zanda throughout every stage of their journey, from trial and onboarding through to long-term success.

Customer Onboarding & Product Guidance - Run product demonstrations, guide new customers through onboarding, answer product questions, and help practices understand how to get the greatest value from Zanda.

Proactive Customer Success - Reach out to customers at different stages of their journey to offer guidance, strengthen product adoption and help them gain greater value from Zanda.

Problem Solving & Investigation - Investigate customer questions and technical issues, identify root causes, and work collaboratively with Product and Engineering to resolve more complex problems.

Flex across customer support, calls, demonstrations, onboarding, investigations and proactive customer work as priorities change.

AI-Enhanced Customer Support - Work alongside AI-powered support tools by reviewing AI-generated responses, applying your judgement and empathy where it matters most, and continually helping improve how AI supports both customers and the team.

Knowledge Sharing & Continuous Improvement - Identify recurring customer questions, contribute to internal knowledge resources, suggest process improvements, and help make every customer interaction better than the last.





Team Collaboration - Work closely with colleagues across Customer Success and the wider business, sharing knowledge, supporting teammates, and contributing to a positive, high-performing remote culture.

What You’ll Bring

We’re looking for a smart, kind, curious human with:

Customer Support Experience - Experience in customer support, customer success, technical support or another customer-facing role where you've demonstrated strong communication, problem-solving and customer care. Experience in SaaS or software experience is highly regarded but not essential.

Exceptional Communication - Outstanding written and verbal English skills with the ability to explain technical concepts clearly, build trust quickly, and communicate with empathy and confidence.

Problem-Solving Ability - A naturally curious mindset that enjoys investigating issues, asking outstanding questions, and finding practical solutions.

AI & Technology Confidence - Comfort using modern software tools and excited by the opportunity to work alongside AI. You don't need to be an AI expert—we'll teach you—but you should be eager to learn and comfortable adapting as technology evolves.

Customer-First Mindset - You genuinely care about creating excellent customer experiences and know how to balance empathy, efficiency and sound judgement.

Ownership & Initiative - You're proactive, accountable and comfortable working independently in a remote environment while knowing when to collaborate or ask for help.

Team Values - Reliable, positive and collaborative. You build people up, enjoy sharing knowledge, and contribute to a respectful, supportive team culture built on trust,

📌 Customer Support/Success Agent AU (Australia)
🏢 Zanda Health Pty
📍 Australia