Mable

Manager

• Managing your own caseload of Home Care Package customers who use one of HomeMade’s self-management options, delivering high-quality care and support.
• Helping customers build confidence and capability to manage their own care, including using the HomeMade Customer Portal and connecting with their preferred support providers.
• Using education tools and resources to guide customers and encourage them to get the most out of the HomeMade platform.
• Working with customers and their representatives to complete assessments and develop personalised support plans that promote independence and safety, based on their goals and risk profile.
• Creating and reviewing care budgets in partnership with customers to ensure their Home Care Package funds are being used effectively.
• Responding to changes in customer needs, and updating care plans and support arrangements as required.
• Keeping accurate and up-to-date records, including case notes, support plans, and contact logs.
• Monitoring how customers use their funding, and ensuring spending aligns with their agreed support plan and budget.
• Handling customer communications, including emails, phone calls, requests, and referrals, in a timely and professional manner.
• Collaborating with other teams – including Onboarding, Service and Support, and Clinical – to provide a seamless experience for the customer.
• Contributing to quality and safety improvements, including identifying risks and participating in improvement initiatives.
• Taking inbound calls when needed, and supporting both proactive and reactive customer interactions.
• Delivery of all services in accordance with the Aged Care Act and Aged Care Quality Standards.

Support Partner, Case Manager

Marketing

• You develop content and campaigns that reach founders and marketers at D2C brands.
• You create the content needed for our campaigns and marketing activities: blog posts, case studies, social media content, newsletters, and video scripts.
• You tell our clients’ stories and make complex marketing topics easy to understand and engaging.
• Together with the Founder & CEO, you manage his LinkedIn profile and develop his personal brand as a marketing channel for Mable.
• You produce and maintain materials that make our product understandable and tangible for our target audience.
• We will train you to gain a deep understanding of our product and apply that knowledge when creating content pieces.
• You coordinate freelancers and external agencies when needed.
• You handle a variety of marketing projects and see things through to completion.
• You will be introduced to strategic and conceptual marketing.
• You will learn how B2B SaaS marketing works for D2C brands.
• You will observe how top D2C brands build their marketing infrastructure.

Marketing Manager – Full-time

Full-stack Engineer

• Set the bar by defining and embedding top quality coding standards and architectural patterns across the entire engineering org.
• Collaborate with the CTO, Product leaders and senior business leaders to turn ambitious business visions into scalable technical reality.
• Provide technical truth and advice to help leadership make sound decisions on company goals.
• Debt crush by identifying systemic bottlenecks and technical debt that slow us down, then engineer the way out.
• Force multiply our team - mentor and level-up Engineers across the department.
• Plan and pivot technical strategies for complex projects to keep delivery synchronised with business objectives.
• Lead high-level code reviews that protect the integrity and performance of our group ecosystem.
• Innovate and promote a culture of continuous learning and improvement to ensure our tech and people remains a competitive advantage.

Principal Engineer

Sales

• Design and develop training materials, modules, and curriculums for new hire training, ongoing skill development, and product/service updates.
• Facilitate engaging and interactive training sessions for our Sales Team in person and virtually to ensure comprehension and retention of key concepts.
• Define and monitor KPIs related to training impact, such as onboarding speed, increased sales performance, and improved adoption of tools or methodologies.
• Provide one-on-one coaching and feedback to agents to address performance gaps and enhance skill development.
• Stay updated on company processes, services, policies, and procedures to ensure accurate and relevant training materials.
• Proactively identify opportunities to enhance training programs, methodologies, and delivery techniques based on industry best practices and stakeholder feedback.
• Maintain accurate records of training activities, attendance, and performance metrics. Generate reports to track the progress and effectiveness of training initiatives.

Sales Trainer

Customer Support

• Assisting the Mable community in a high volume inbound call centre environment, also supporting additional channels as required.
• Display excellent interpersonal skills with an empathetic and compassionate approach to customers
• Recognise opportunities to increase customer satisfaction and work towards a resolution or escalate where required
• Provide information, advice, guidance, and support to our community, supporting our users to achieve their goals through our platform
• Proactively educate our users on getting the most out of Mable based on their individual needs.
• Advocate for customers to ensure their needs are met and inquiries resolved.
• Provide broader business teams with insights and feedback to support process and platform improvements
• Deliver standard service excellence that is in line with our code of conduct and company values
• Adhere to team processes and procedures and accurate record-keeping in Salesforce
• Meet individual and team KPIs, and undertake other duties and responsibilities as required

Customer Support Specialist

• Support HomeMade customers through proactive and reactive communications via multiple channels
• Manage a high volume of inbound and outbound phone calls and emails (known internally as cases)
• Work closely with the Support Partners to sign up, onboard and deliver ongoing support to Homemade customers.
• Provide high quality customer support, guidance and training to customers to help self-manage their HCP and achieve their goals
• Daily management of customer account documentation, including updating customer profile, accounts and shift notes. Updating systems (Salesforce) and Support Partners
• Follow up on outstanding Customer inquiries, feedback and complaints.
• Recognise unhappy customers and work towards a resolution or escalate where required
• Liaising with our internal accounts team to facilitate swift onboarding of Service Provider, make payments and update Customer accounts
• Engage in regular workshops and team meetings to evaluate current processes and procedures with a viewpoint to continuous improvement
• Proactively work with customers to help get the most out of systems and Service Partners platforms
• Adhere to team processes and procedures and meet individual and team KPI
• Advocate for customers to ensure their needs are met and inquiry resolved
• Assist the Onboarding Management with ad hoc tasks at the discretion of the Senior Manager
• Undertake other duties and responsibilities as required.

Support Specialist

Customer Success Manager

• Lead, motivate and develop a team of Customer Success specialists to achieve sales and conversion targets
• Drive customer adoption, reduce time to onboard, and accelerate time to value
• Analyse performance data to identify trends, risks and opportunities
• Own sales process quality, CRM accuracy and continuous improvement initiatives
• Provide clear reporting and insights to senior leadership
• Handle escalations and ensure a consistently high-quality, customer-first experience
• Partner cross-functionally to support growth, referrals and brand reputation across the Attain Group

Manager, Customer Success

Claims Specialist

• Set up service providers (suppliers) and customers for payments.
• Monitor the service provider email inbox and ensure the accurate and efficient processing of invoices within defined service levels.
• Perform regular processing of customer Home Care Package administration in internal and external systems.
• Review and approve high volumes of invoices and customer reimbursements in line with processes and procedures.
• Respond accurately within defined services level to enquiries from service providers and customers related to payments, billing and statements in a timely manner.
• Management of customer and service provider account documentation, including updating customer profiles with summaries of any enquiries and discussions
• Perform data integrity checks between external systems and internal systems to ensure customer records are accurate and up to date.
• Timely completion of tasks to ensure customers are on boarded and exited from HomeMade in line with processes and procedures.
• Collaborate with customer facing teams to address customers and service provider concerns, escalate complex issues as needed, and ensure prompt resolution.
• Perform regular electronic upload of customer documentation to various systems
• Provide flexible operations support as required, including responding to customer emails and calls.
• Adhere to all HomeMade processes and procedures.

Payments and Claims Specialist

Collections

• Prepare, reconcile, and manage HomeMade package management fee invoices with accuracy and care
• Reconcile and claim customer funds via PRODA, ensuring compliance with government requirements
• Set up and close customer accounts, including preparing exit statements and final reporting in line with regulations
• Establish and manage customer personal and government contribution accounts
• Coordinate funding transfers for inbound and outbound customer switches, ensuring seamless transitions
• Conduct regular audits of customer files to ensure financial accuracy, funding compliance, and package management requirements
• Support HomeMade customers through proactive and responsive communication across multiple channels
• Partner closely with Support Partners and the Service & Support team to resolve account enquiries, feedback, and complaints clearly and efficiently
• Process customer reimbursements with precision, efficiency, and attention to detail
• Contribute to workshops and team meetings, actively identifying opportunities to improve processes and ways of working
• Meet individual and team KPIs while adhering to established processes and procedures
• Act as a strong customer advocate, ensuring customer needs are heard, supported, and resolved