Support Provider Specialist

HomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us:

1. We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care

2. We believe in technology as an enabler

3. We’re driven by helping customers attain better outcomes

This position is part of the Mable team. 

About Mable

Mable is one of Australia's leading and fastest-growing healthtech platforms. As a purpose-driven company, we are where thousands of people with disability and older Australians have connected with independent support workers of their choosing and on terms that suit them. 

With more than 25 million hours of support facilitated since 2014, it's no wonder we have been recognised on the AFR's Top 100, Deloitte Tech Fast 50, were previously awarded Australian Growth & Technology Growth Company of the Year. 

By working at Mable, you will join a high productivity and dynamic team environment, leading to meaningful change in Australia's care and support sectors.

To find out more, visit https://mable.com.au/

About the role

As a Support Provider Specialist, you will be the first point of contact for potential support providers looking to join our platform. You'll play a key role in guiding them through the onboarding journey, ensuring they have all the information and encouragement they need to succeed. With a service-first mindset, you'll provide support via inbound and outbound calls, emails, and SMS while collaborating with your colleagues to ensure seamless service delivery. This role includes flexible shifts between 7 a.m. and 7 p.m. 

• Communicate regularly with potential support providers across multiple channels: inbound and outbound warm calls, email, and SMS.
• Ensure support providers have access to the tools and information they need to get started on the platform.
• Respond to queries with a forward-thinking approach — not just answering questions, but anticipating and guiding support providers through the next steps of the onboarding process.
• Collaborate closely with team members to resolve complex or unique support provider issues.
• Work collaboratively to manage shared queues (calls, emails, and Salesforce tasks) to meet team Service Level Agreements (SLAs).
• Maintain high standards of customer service excellence in alignment with our company values and code of conduct.
• Accurately represent the company by adhering to all internal procedures, policies, and values.
• Ensure thorough and accurate documentation of interactions in Salesforce.
• Undertake other duties and responsibilities as reasonably directed by the business.

• Strong verbal and written communication skills across phone, email, and SMS.
• Excellent interpersonal skills with a proactive and empathetic approach to customer support.
• Ability to manage multiple tasks simultaneously while maintaining attention to detail.
• Strong problem-solving skills and a solution-focused mindset.
• Comfortable using CRM platforms like Salesforce or similar tools for accurate record-keeping.
• Desirable, but not essential: Experience in a customer support or onboarding specialist role, ideally in a tech or healthcare platform, and understanding of support provider or gig economy work models.

We’re powered by purpose 

We’re Switched On 💡

We know our customers because we listen and want to learn. We engage within the community and the sector and always act on insights. 

We’re Bold 📣

We’re ambitious and embrace creativity to solve challenges. We’re here to reshape the industry and back big ideas. 

We’re One 🤝

We channel our passion into a positive environment. We welcome diversity and collaborate to make the most of our different skills and ways of thinking.

We’re Impactful 🌟

We work hard to deliver change. We innovate and move fast to make a difference in the sector and people’s lives.

Our benefits

Power your career ⚡️

Learn from industry experts, experienced leaders, and on-the-job opportunities. 

Access parental leave 👶

Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.

Work with flexibility 🏠

We’re a hybrid workplace, balancing time in the office with remote work.

Flexi Leave Days 🌴

Get one extra paid leave day per quarter for what makes you happy.

Take a floating public holiday 🫶🏾

Acknowledge a significant day your way with family and friends. 

Be rewarded 🏆

Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program.

We are one

As an organisation, we celebrate our diversity and welcome all people, regardless of their family responsibilities, ethnicity, faith, sexual orientation, or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply.

If this role has stood out to you but you don’t feel like you ‘tick all the boxes,’ we strongly encourage you to apply nonetheless. We value diversity in experience, and you might just bring something we are looking for to our organisation!