L1 Support Agent

About ShiftCare

ShiftCare is an AI-powered care management platform for disability, aged care and home care providers across Australia, New Zealand, the United Kingdom and the United States. AI is built into how care businesses run, from voice-to-text progress notes and smart carer matching to automatically refilling cancelled shifts, alongside rostering, client records, compliance and billing. The result is less admin, faster decisions and one connected operation in place of the paper and disconnected systems that slow providers down.

Our platform has scheduled over 100 million hours of care and supported more than 200,000 participants. Now we’re embedding AI deeper across the entire workforce, so providers spend less time on admin and more time on care. We’re growing rapidly and looking for people who want to build what care management looks like next.

ShiftCare started in Sydney in 2016 with a simple belief: the people who dedicate their lives to caring for others deserve better technology. We’re a values-driven team focused on long-term, sustainable growth. If you want meaningful work where you can see your impact in real time, this is the place for you.

What’s the Opportunity?

We are looking for a dedicated and experienced Customer Support Agent to join our team. The ideal candidate will have prior experience supporting SaaS platforms, be proficient in using the online support and chat tool Intercom, and have excellent English communication skills to conduct mainly chat and email support, and phone and Zoom support when necessary.

What Will I Be Doing?

• Provide exceptional customer support through various channels, including Intercom chat, email, phone, and Zoom.
• Handle customer inquiries and issues efficiently, ensuring timely resolution.
• Document customer interactions and maintain accurate records.
• Learn and use the ShiftCare platform in depth to support customers effectively.
• Collaborate with the Product and Development teams to provide feedback and help improve our offerings.
• Maintain a high standard of professionalism and empathy in all customer interactions.
• Stay updated on ShiftCare product updates and industry trends to offer informed assistance.

What Skills Do I Need?

• Previous experience in a customer support role, specifically supporting SaaS platforms.
• Strong communication skills (ability to question, clarify, empathise, use appropriate tone and language, personable).
• Exceptional English communication skills, both written and verbal.
• Solid understanding of tech fundamentals and modern-day tools (Slack, Chrome, Intercom, etc.).
• Ability to conduct support calls over the phone and via Zoom.
• Strong problem-solving skills (ability to think critically and learn on the fly).
• Resourceful and creative in finding solutions to customer issues.
• Ability to troubleshoot and utilise resources to answer questions on baseline topics.
• Ability to work independently in a hybrid environment.

How We Work

The Customer Support team at ShiftCare is guided by a set of principles that we all take to heart. They serve as a guide to keep our team on the same page and remind us of what it takes to do great work:

• Be an Owner: We handle every customer issue as if we were the owners of ShiftCare.
• Be Resourceful: We’re creative. If we see a roadblock, we’ll find a way around it. We’re constantly pushing to update our skills and understanding—sharing what we’ve learned and leveraging the know-how within our team.
• Thrive Under Pressure: We’re calm under pressure. We’re here to provide solutions—whatever the situation, whatever the issue.
• Give Feedback Fearlessly: Positive or constructive, we give and receive feedback with an open mind and the will to improve.
• Connect Personally, with Empathy: We treat our customers like people, not tickets.
• Be Willing: We approach every situation mindfully and with kindness.

Things You’ll Love About Working Here

• Supportive Team Environment: We are a fun, close-knit team that supports each other.
• Customer-Centric Approach: We focus on building long-lasting relationships with our customers.
• Growth and Momentum: Our team contributes to the rapid growth of ShiftCare by ensuring customer success.
• Product Feedback: We help shape the future of ShiftCare by providing valuable feedback to the Product and Development teams.

How to Apply

If you are passionate about customer support and meet the requirements above, we would love to hear from you. Please submit your resume and a cover letter detailing your experience and why you are a perfect fit for this role.

This hybrid role is based in Manila, Philippines, offering flexibility and the chance to be part of a dynamic and supportive team. Apply today to join ShiftCare and help us deliver outstanding customer support!

ShiftCare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.