Customer Support Specialist

About us

Founded in 2020, the team at The Lookout Way set out to transform the delivery of in-home care by blending cutting-edge technology with deep industry insight. Born from firsthand experience with the challenges facing Aged Care providers, we built the only digital care management platform created by care, for care.

Our flagship platform, Lookout, is an all-in-one SaaS solution that empowers providers and their clients with the tools and visibility needed to deliver high-quality, profitable care. With a strong focus on intuitive design, it connects staff, care workers, and clients through personalised interfaces tailored to each user’s role.

About the Role

The Customer Support Specialist helps and supports customers with their ongoing use of the Lookout software by answering support queries they may have. The Customer Support Specialist provides timely and accurate support to our Lookout customers across a variety of channels. The core responsibilities of the role include:

• Respond to customer inquiries via the support portal, with occasional video calls for complex issues.
• Troubleshoot and resolve technical, product usage, and account-related questions efficiently.
• Build deep product knowledge to provide expert guidance and support.
• Identify opportunities to improve self-service resources, including knowledge base articles and FAQs.
• Capture and share customer feedback to help improve products and processes.
• Educate customers on features, best practices, and troubleshooting to maximise value.
• Collaborate with internal teams to deliver a seamless, customer-focused experience.

Do you have what it takes?

• 2 + years experience in a customer support, help desk, or service role (ideally in a SaaS, tech, or care-related environment).
• Familiarity with ticketing systems (e.g. HubSpot, Zendesk, Intercom, etc.).
• Comfortable navigating digital tools and SaaS platforms and able to quickly to learn new systems.
• Excellent analytical and problem-solving skills to diagnose and resolve technical issues efficiently.
• Ability to clearly and concisely explain technical information to non-technical users.
• Strong problem-solving and critical thinking skills to identify and resolve customer issues.
• You have excellent written and communication skills
• Experience in aged care, NDIS, or home care operations is preferred.
• Exposure to compliance frameworks in the community services space is preferred.
• Relevant certifications in customer service, technical support, or specific software applications (e.g., CompTIA A+, ITIL) will be favoured.
• Unlimited working rights in Australia.
• A successful National police check, or willingness to apply.

What's in it for you?

The way we work and the perks we offer are designed to help you live a fulfilling life. The work we do is meaningful, and the problems we solve are interesting.

• A competitive salary package that will recognise your skills and experience.
• You’ll work remotely from anywhere in Australia as long as you have a stable internet connection and a comfortable setup. We do have offices throughout the country for face to face contact.
• Annual $500 health and well-being allowance to spend on anything contributing to your health and well-being away from work.
• On top of the standard 4 weeks of annual leave, after your second year, you will accumulate an additional day of annual leave each year you are with us. You will also have access to our Pandemic Leave policy and have the chance to purchase additional annual leave.
• Access to our employee assistance programme, where you can receive free confidential and professional counselling.
• Parental leave benefits –All caregivers who are eligible for the government’s paid parental leave scheme will receive top-up wage payments. Additionally, primary caregivers will receive top-up superannuation payments for their first year of unpaid parental leave.
• One free Five Good Friends membership plan, which covers the Care Management fees. This can be used for a loved one who is supported by Five Good Friends.
• Working for a company that has an employee engagement score that is 17% higher than the industry average, and 7% higher than the top 25% industry average (we are actually a great place to work).
• And… after 5 years of continuous service, you will receive a trip to Okinawa, Japan - the community that inspired the creation of Five Good Friends. Costs of your return economy airfare, 5 nights in hotel accommodation and airport transfers will be paid.

Find out more about The Lookout Way here:

https://www.thelookoutway.com

How to Apply

If this role sounds like you, please click on the apply button and follow the prompts. We will get in touch if you are shortlisted for this opportunity. Please include your CV and a cover letter in your application, telling us a bit about yourself and your suitability for this role within our organisation.

Please, no external agencies or recruiters.