Support Provider Onboarding Specialist
Sydney
Customer Operations – Support Provider /
Permanent - Full time /
Hybrid
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
In this people-first role, you’ll be the go-to guide for potential support providers as they begin their journey with us. Your support and encouragement will help them feel confident, informed, and set up for success from day one.
You'll communicate across phone, email, and SMS - not just answering questions, but proactively leading people through the onboarding experience with empathy, clarity, and care. Working alongside a passionate and collaborative team, you’ll play a key role in delivering an outstanding experience that truly makes a difference.
Key Responsibilities
- Be the first point of contact for potential support providers, engaging with them across phone, email, and SMS to offer a warm, welcoming experience.
- Guide new providers through their onboarding journey, ensuring they have the tools, information, and confidence needed to get started successfully.
- Anticipate needs and think ahead - not just answering questions, but helping providers take the next step with clarity and ease.
- Collaborate with a supportive team to solve more complex or unique provider situations, sharing insights and solutions along the way.
- Contribute to a smooth and efficient operation by managing shared queues (calls, emails, and tasks in Salesforce) and helping the team meet service-level goals.
- Deliver exceptional service that reflects our values and commitment to quality, professionalism, and inclusion.
- Accurately capture important details from each interaction in our CRM (Salesforce) to keep everything running smoothly.
- Take part in other tasks and projects that support our mission and help the team grow together.
Skills & Experience
- Clear and confident communication skills across phone, email, and SMS, with the ability to adapt your tone to suit each interaction.
- A proactive and empathetic approach when working with people - you're someone who listens, understands, and genuinely wants to help.
- Great multitasking ability, keeping an eye on the details while managing a variety of tasks throughout the day.
- A solution-focused mindset with strong problem-solving skills - you don’t just spot issues, you help fix them.
- Comfortable using CRM platforms like Salesforce (or similar tools) to keep accurate and up-to-date records.
- It’s a bonus if you’ve worked in customer support or onboarding before, especially in a tech or healthcare platform, or if you’re familiar with support provider or gig economy work but it’s not essential.
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!
