Mable

Customer Support

• 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

Collections Specialist

QA Engineer

• We are looking for a QA coach who plays a pivotal role within the engineering team and can strive hard to enhance the overall quality of our software products and development processes by spreading the shift left mindset within the team.
• Team up with other QA Coach’s to establish and maintain a culture of quality excellence through the implementation of best practices, methodologies, and continuous improvement initiatives.
• The QA Coach collaborates with cross-functional teams to identify quality bottlenecks, drive quality assurance strategies, and provide guidance on testing frameworks, tools, and automation practices.

QA Coach

Full-stack Engineer

• Work as part of a cross-functional squad to deliver high-quality features
• Assist in maintaining the product backlog alongside the product manager by providing technical input on initiative prioritisation and ensuring epics are broken down into uniformly sized tasks and sequenced for delivery
• Help to monitor team’s delivery cadence and work with a team on improving on their efficiency
• Promote sound, modern engineering practices and tools within the squad (TDD, pair programming, efficient branching strategies, etc)
• Teach and mentor your squad on making sound technology choices, software design practices and the ways of working
• Work on non-functional requirements of our software projects alongside our Infrastructure Engineers, Principle Engineers, Engineering Managers and Quality Coaches
• Collaborate on and recommend sound DevOps practices in the team
• Manage direct reports for at most one squad

Engineering Team Lead

Content Marketing Manager

• Serve as the escalation point for Moderation cases reviewed by the offshore Moderation team and requiring investigation and/or intervention
• Provide detailed written accounts of actions taken in response to moderation cases, capturing the end-to-end process followed, the justification for the actions taken and the outcome of the review
• Assess, investigate, and compile relevant information to support decision-making, making judgement calls where necessary
• Issue relevant interventions to platform users as documented in Mable processes and procedures
• Escalate complex, high-risk cases where applying documented processes and personal judgement do not achieve a clear outcome
• Receive and make phone calls to platform users that are querying interventions issued to their accounts
• Manage the moderation case process in accordance with all Mable policies and processes
• Assess, resolve and escalate potential issues flagged by our internal algorithms
• Communicate effectively with platform users and other stakeholders to enable mutually satisfactory outcomes
• Participate in regular weekly and monthly reporting on moderation cases, paying attention to trends and potential anomalies
• Proactively identify opportunities to continually improve internal practices procedures
• Promote a positive and professional culture within the team
• Undertake other duties and responsibilities as required